Service Delivery Manager at Kinetic IT

Canberra, , Australia -

Full Time

Start Date

Immediate

Expiry Date

24 Sep, 26

Salary

0.0

Posted On

26 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Stakeholder Engagement, Enterprise Service Management, ICT Operations, ITIL, ServiceNow, Incident Management, Problem Management, Change Management, Governance, Risk Management, Continuous Service Improvement, Executive Presence, Contractual Compliance, SLA Management, KPI Management

Industry

IT Services and IT Consulting

Description

As an experienced Service Delivery Manager supporting a Federal Government customer account with Kinetic IT, you’ll take ownership of the customer’s end-to-end service experience, providing high-level executive support, engagement and advice while leading the delivery of Enterprise Service Management ICT Operations across a complex, multi-vendor environment. This is a highly visible role requiring confidence, executive presence and the ability to engage credibly with senior customer representatives, while driving outcomes and making things happen when it matters most. Acting as the single point of ownership for service performance and customer engagement, you’ll ensure contractual commitments are met, customer expectations are exceeded, and service delivery is continuously improved through strong governance, proactive communication and trusted senior stakeholder relationships. Based onsite full-time at HMAS Harman, you’ll stay closely connected to customer priorities, service operations and executive-level service forums, with responsibilities including: * Owning the end-to-end service experience for the customer, ensuring delivery aligns to SLAs, KPIs and contractual obligations. * Building trusted, value-driven relationships with senior customer stakeholders and acting as the escalation point for service performance, risks and issues. * Manage service governance, reporting and executive forums, providing clear insights into service performance, trends, major incidents and improvement activity. * Driving Incident, Problem and Change Management operations, for effective resolution of major incidents and reducing/limiting service disruptions. * Leading across technical delivery teams to manage risk, resolve issues, support continuous service improvement and identify opportunities for innovation. Keen to get involved? You’ll just need some of the following: * An active Australian Federal Government Security Clearance. * Strong interpersonal and relationship-building skills, especially at senior stakeholder level. * ITIL certification with sound knowledge of best practices and frameworks. * Experience using ServiceNow with the ability to derive actionable insights from data. * A passion for team development, service excellence, and continuous improvement. About Kinetic IT Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities. For more than 25 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport. Be You, Create the Future At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact. With over 1,500 talented people working across Australia, we deliver world-class capabilities with a local touch – helping shape the future of tech, here and beyond. As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We’re proud to be an Indigenous and Veteran-friendly employer. * Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews. * Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub. * Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting) and a variety of leave options (including paid parental leave and purchased leave) to suit your needs * Celebrate together – Social events, cultural celebrations, end-of-year functions, DEI belonging events and more. * Wellbeing matters – Health and wellness resources and events, free skin and health checks, free flu shots, tailored leave and support options, free and confidential EAP and access to Fitness Passport. How To Apply Work with us as we bring technology to life. Apply today or send your CV direct to careers@kineticit.com.au [careers@kineticit.com.au]. You can learn more about our culture and crew online at kineticit.com.au.

Responsibilities

The role involves owning the end-to-end service experience for a Federal Government customer, ensuring alignment with SLAs and contractual obligations. It requires leading ICT operations across a multi-vendor environment and managing executive-level service governance and stakeholder relationships.