Classification
Executive Level 2 ($152,052 - $180,967)
Employment Type
Ongoing & Non-ongoing (for a period of up to 24 months)
This role is being advertised as both ongoing and non-ongoing, with the employment type to be determined in negotiation with the preferred candidate and the PM&C delegate.
Where a non-ongoing specified term is offered, this would be for a maximum period of two (2) years. If the initial contract is for less than 2 years, it may be extended or renewed once, up to the 2 year limit.
A non-ongoing offer may result in conversion to an ongoing offer of employment, however this must occur within 18 months from the opening date of this advertisement.
Flexible Work
At PM&C we recognise the broad benefits of offering flexibility in how, when and where work is performed. We consider flexibility first from a starting position of ‘how can we make this work?’ and consider individual circumstances and operational requirements in making genuine attempts to establish mutually beneficial arrangements. Please reach out to the contact officer if you would like to explore what flexibility might look like for you, such as part time work, variable start and finish times or working from home.
Who we are
About the Division
The Digital, Security and Workplace Operations Division (DSWOD) delivers critical services to the Prime Minister, Cabinet, the Department, and portfolio agencies. The division is responsible for ICT (including cyber security), physical security, business continuity, and property and facilities management.
Role Purpose
The IT Service Delivery Director is responsible for leading the delivery, performance, and continuous improvement of technology operational services. This role ensures ICT services are reliable, efficient, and meet agreed service levels, while driving service excellence across the organisation.
The position plays a key leadership role in maintaining service stability, coordinating cross-functional teams, and enhancing the end-user experience, including executive and VIP support.
What you will do
This role offers the opportunity to lead critical IT service delivery within a high-profile government environment, supporting senior decision-makers and contributing to the operational excellence of national leadership functions.
Key Responsibilities
- Lead and manage IT Service Desk, Desktop Support, and VIP IT support teams, fostering a high-performance, collaborative, customer-focused culture
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Develop, implement, and maintain IT service management policies, processes, and procedures
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Oversee the performance, reliability, and continuous improvement of IT services and digital assets
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Monitor service delivery against agreed service levels and drive improvements where required
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Lead incident, problem, and change management practices to ensure effective service continuity
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Build and maintain strong relationships with senior stakeholders, executives, and Ministerial offices
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Translate strategic priorities into operational plans and deliver service improvement initiatives
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Provide leadership, mentoring, and professional development to team members
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Drive a culture of continuous improvement and operational excellence.
What you will bring
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Proven ability to translate strategic direction into operational outcomes and team alignment
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Strong IT Service Delivery experience with demonstrated ability to build trusted stakeholder relationships
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Advanced communication skills, including the ability to present complex information clearly
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Demonstrated leadership experience managing teams delivering complex outcomes under tight timeframes
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High level of autonomy, with strong judgement, risk management, and problem-solving capabilities
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Commitment to continuous improvement and innovation in service delivery
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Ability to influence, negotiate, and achieve strategic outcomes across diverse stakeholders.
Key Knowledge & Experience
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Experience leading desktop and executive ICT support services
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Strong understanding of ITIL practices and service management frameworks
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Knowledge of contemporary technologies relevant to enterprise and executive IT support environments.
Qualifications & Requirements
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Minimum of 2 years’ experience in a similar or related role
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Ability to obtain and maintain a Negative Vetting Level 1 (NV1) security clearance.
Eligibility
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency Head has agreed otherwise, in writing. At PM&C to be eligible for this position you should be an Australian Citizen by the completion of the recruitment process, except under exceptional circumstances.
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The successful candidate must be able to obtain and maintain a security clearance, or hold a current security clearance of an appropriate level.
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The successful candidate will be assessed through our pre-employment screening checks, such as an Australian Criminal History Check, and will normally be subject to a six-month probation period if new to the APS or has not yet completed their probation period elsewhere in the APS.
Security Clearance Required
Negative Vetting Level 1 (Secret)
How to apply
Submit an online application through the PM&C Current Opportunities by
11:30pm AEST on Sunday, 21 June.
As part of your application you will need to provide:
- Your resume (maximum three pages)
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A ‘one page pitch (no more than 650 words)’ telling us how your skills, knowledge, experience and qualifications make you the best person for the job and to perform at the relevant classification level.
You are encouraged to refer to the Candidate Pack and the relevant classification level of the PM&C Performance Model to assist you in drafting your one page pitch.
You may also refer to the APSC resource Cracking the Code for further guidance and assistance on applying for jobs in the Australian Public Service.
Contact Officer
Samantha Portelli on 0408 121 968 or
[email protected].
Please Note – This is an unclassified web based recruitment system so your application must not contain any classified or sensitive information. This includes in your one page pitch and resume.
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