Service Delivery Manager

• Work for a leading Federal Agency
• Contracting opportunity with 2x Extension
• Hybrid working arrangements

About the Organisation

Our client is a Federal Government organisation responsible for delivering critical digital health initiatives and services that support improved healthcare outcomes across Australia. The organisation operates within a complex and highly regulated environment, relying on strong governance, service management, vendor engagement, and continuous improvement practices to ensure the quality, reliability, and compliance of critical services and platforms.

About the Role

We are seeking an experienced Senior Health Information Service Management Officer to support the delivery of conformance incident review, management, monitoring, and quality assurance services within a complex technology environment. This role will be responsible for managing relationships with external software vendors, overseeing incident and problem management activities, driving issue resolution, monitoring vendor performance against service obligations, and supporting continuous improvement initiatives. You will play a critical role in ensuring software defects are appropriately investigated, root causes are identified, and permanent solutions are implemented. The successful candidate will bring strong IT Service Management, vendor management, stakeholder engagement, risk management, and reporting experience, along with the ability to translate complex technical issues into meaningful business insights and recommendations.

Senior Health Information Service Management Officer

Location: ACT, NSW, QLD

Contract: 7 Months, 7 Days + 2 x 12-Month Extensions

Start Date: 23 November 2026

Working Arrangement: Hybrid

Security Clearance: Au citizen, Must be able to obtain Baseline Security Clearance

Key Accountabilities and Outcomes

Support the implementation and operation of conformance incident management, monitoring, and quality assurance services.

• Manage relationships with external software vendors and service providers.
• Track, monitor, and drive resolution of software defects and platform-related issues.
• Ensure vendors investigate root causes and deliver permanent fixes in accordance with agreed service levels.
• Monitor and report on vendor performance against contractual obligations and SLA targets.
• Coordinate incident, problem management, and conformance-related activities across multiple stakeholders.
• Participate in root cause analysis activities and assess vendor-provided remediation approaches.
• Work closely with software developers, product owners, and internal stakeholders to address technical issues.
• Support risk management activities by identifying gaps, vulnerabilities, and improvement opportunities.
• Prepare reports, executive briefings, recommendations, and service performance metrics.
• Partner with business and technical teams to support service delivery and operational outcomes.
• Contribute to process improvement, service enhancement, and capability uplift initiatives.
• Support the continuous improvement of conformance, incident, and problem management processes.
• Provide advice and recommendations that support strategic and operational decision-making.

Desired Experience and Capabilities

Minimum 3-5 years' experience in IT Service Management, Service Delivery, Vendor Management, or Vendor Operations roles.

• Demonstrated experience managing technical issues involving third-party software vendors.
• Strong experience in incident management, problem management, conformance, assurance, or service management functions.
• Experience operating within complex multi-vendor technology environments.
• Strong understanding of service management processes, governance, and operational controls.
• Experience managing vendor performance and enforcing service level agreements.
• Experience conducting incident reviews, root cause analysis, and remediation activities.
• Ability to analyse technical, operational, and risk-related information to support decision-making.
• Strong reporting and executive briefing preparation experience.
• Hands on experience using enterprise ITSM and vendor management tools such as ServiceNow and Jira.
• Strong stakeholder engagement, negotiation, and relationship management skills.
• Experience supporting continuous improvement and risk mitigation initiatives.

Skills Requirements

Problem Management & Technical Service Delivery - Strong experience managing incident, problem management, conformance, and service management processes in complex environments.

Vendor Management & Stakeholder Engagement - Proven ability to manage vendor relationships, influence outcomes, and ensure accountability for service delivery.

Analysis & Risk Management - Ability to analyse technical issues, identify root causes, assess risks, and develop practical recommendations.

Continuous Improvement - Demonstrated capability to improve processes, mitigate risks, and drive sustainable service improvements.

Communication & Reporting - Strong ability to prepare executive briefings, reports, recommendations, and service performance documentation.

Service Level Management - Experience monitoring vendor performance and ensuring compliance with service obligations and SLAs.

Stakeholder Management - Ability to communicate effectively with technical teams, business stakeholders, vendors, and senior leadership.

Professional Judgement - Ability to work independently, prioritise competing demands, and deliver outcomes under limited direction.

Preferred Qualifications

Tertiary qualifications in Information Technology, Business, Service Management, Health Informatics, or a related discipline.

• ITIL Foundation or higher certification.
• Experience within government, healthcare, digital health, or highly regulated environments.
• Experience working with ServiceNow, Jira, or similar enterprise service management platforms.
• Experience supporting conformance, compliance, assurance, or operational governance functions.