Service Delivery Manager / Sustainment Lead

Full-time

Opes Cyber Security

About the Opportunity
DXC Technology is pursuing a large-scale Government Data & Analytics Transformation program, commencing with a discovery and architecture definition phase before progressing into implementation.
The program will assess and define a future-state solution to support secure data ingestion and integration across Government, rules and analytics, explainable AI, workflow automation and human-led decision-making across classified LOW and HIGH environments.
We are seeking an experienced Service Delivery Manager / Sustainment Lead to support the development and establishment of the operational service model for the future-state solution.
The successful candidate will work across technical delivery teams, business stakeholders and operational support functions to ensure the solution can be effectively transitioned into service, supported and sustained throughout its operational lifecycle.
This role will be important in ensuring that operational requirements are considered during solution design and implementation, rather than addressed only once the technology is ready for deployment.
We are particularly interested in candidates who understand complex enterprise technology environments and have experience establishing and managing service delivery and sustainment arrangements within Australian Government, Defence or other highly regulated environments.

Develop and establish the service delivery and operational support approach for the future-state solution.
Define service management frameworks, processes, governance and operational responsibilities.
Establish service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs) and service reporting arrangements.
Manage service delivery performance, ensuring services meet agreed operational, availability and quality requirements.
Coordinate application, infrastructure, platform and technical support teams.
Establish and oversee incident, problem, change, request and configuration management processes.
Monitor service performance, availability, capacity and operational risks.
Manage escalations, service issues and stakeholder expectations.
Develop and maintain service reporting, operational dashboards and performance reviews.
Identify opportunities for service improvement, automation and operational efficiency.
Manage relationships with internal teams, external providers, vendors and key stakeholders.

Develop sustainment strategies and operational support models for the new data and analytics capabilities.
Ensure operational requirements are incorporated into solution design, architecture and implementation activities.
Plan and coordinate the transition of solutions from project delivery into business-as-usual operations.
Define support structures, escalation pathways, service ownership and operational responsibilities.
Establish operational readiness criteria and transition-to-service plans.
Coordinate the development of support documentation, standard operating procedures, runbooks and knowledge management resources.
Ensure appropriate monitoring, alerting, backup, recovery and disaster recovery arrangements are established.
Work with technical teams to define maintenance, patching, upgrades, release management and platform lifecycle requirements.
Coordinate knowledge transfer from project delivery teams to operational support teams.
Ensure support teams have the appropriate training, access, documentation and capabilities to sustain the solution.
Identify operational dependencies, risks and resourcing requirements ahead of implementation and go-live.
Support post-implementation reviews and the transition into steady-state service operations.

Demonstrated experience as a Service Delivery Manager, Sustainment Lead, IT Operations Manager or similar.
Experience managing service delivery and operational support within complex enterprise technology environments.
Strong understanding of IT service management frameworks, particularly ITIL.
Experience establishing and managing SLAs, KPIs, service reporting and operational performance.
Demonstrated experience managing incidents, problems, changes, service requests and escalations.
Experience coordinating multidisciplinary technical teams and third-party service providers.
Experience developing operational support models and transition-to-service arrangements.
Strong stakeholder and vendor management skills.
Ability to identify and manage operational risks, service dependencies and performance issues.
Strong communication, leadership and problem-solving skills.
Experience working across project delivery and operational teams to ensure solutions are supportable and sustainable.

Experience delivering or sustaining services within Australian Government, Defence or National Security environments.
Experience supporting enterprise data platforms, analytics environments or complex technology solutions.
Exposure to platforms such as Palantir Foundry, Databricks, Snowflake, Pega or Appian.
Experience managing application, infrastructure, cloud or platform sustainment services.
Understanding of DevOps, CI/CD, release management and continuous improvement practices.
Experience establishing support models across on-premises, cloud, hybrid or air-gapped environments.
Understanding of high-availability systems, disaster recovery, business continuity and resilience requirements.
Experience managing services across multiple security classifications or controlled environments.
Familiarity with Government security frameworks, including the ISM and PSPF.
ITIL certification or relevant service management qualifications.
Relevant project, service delivery or operational management qualifications.

Canberra-based roles, with on-site attendance preferred during the initial discovery and architecture definition phase.
Technical LOW elements (PROTECTED) may also open opportunities in Zone 2 facilities in Sydney and Adelaide, subject to project requirements.
Client-facing and business engagement roles are expected to be Canberra-based.
Permanent and contracting opportunities may be considered.
Security clearance requirements will be subject to project requirements and access to the relevant environment.
The successful candidate will hold an active NV2 with a preference for TSPV clearance.

Vacancy posted 2 days ago