EMPLOYMENT

The Bureau's Data and Digital group (DDG) is responsible for the ICT systems the Bureau relies on to provide trusted, reliable and responsive weather, water, climate, ocean and space weather services for Australia - all day, every day. The Service and Infrastructure Management program (SIM) is responsible for Service Management, Service Operations, Infrastructure, Networks, High Performance Computing, End User Services, and Service Delivery. The program manages a significant portion of the Bureau's budget and has a vital role in ensuring the ongoing stability and operations of all IT assets essential for the delivery of Bureau capability. The Bureau is seeking a strategic and results-driven Service Delivery Manager to oversee a major managed services contract within the infrastructure support domain. This pivotal role is accountable for ensuring the reliable, secure, and cost-effective delivery of infrastructure services that underpin the Bureau's national operations and critical weather intelligence systems. As the primary interface between the Bureau and its managed service provider, the Service Delivery Manager will lead contract governance, performance management, and continuous improvement initiatives. The role demands a strong focus on service excellence, risk mitigation, and stakeholder engagement across technical, operational, and executive levels. This role is suited to a seasoned service delivery professional with deep experience in infrastructure operations, vendor management, and contract accountability. The successful candidate will demonstrate exceptional communication, analytical, and leadership capabilities, with a commitment to operational excellence and public value. The key duties of the position include Leadership Provides strategic leadership and expert guidance to Bureau Business Owners receiving managed vendor support, fostering alignment across vendor expectations, relationship management, governance, reporting, backlog oversight, continuous improvement, and future engagement planning. Cultivates and sustains long-term, collaborative relationships with senior internal and external stakeholders, actively contributing to the Service Delivery Management (SDM) community of practice. Supports the SIM program, DDG, and other functions to promote a high-performing service delivery environment, including knowledge transfer and capability uplift. Implements the Bureau's Service Delivery Management framework, including a strategic roadmap to build future capability and maturity. Maintains a broad understanding of the commercial environment to inform commercial strategies and sourcing plans. Supplier Management Negotiates with Business Owners and service providers to resolve issues, influence contractual outcomes, and ensure delivery aligns with Bureau objectives. Develops and maintains Service Improvement Plans with relevant vendors, including roadmap reviews and capacity planning. Manages escalations to resolve incidents, address performance concerns, and ensure service continuity. Contributes to procurement activities, including tender evaluations, acceptance documentation, and advice on contracts and service level agreements. Operational Management Ensures service providers deliver contracted operational support and IT service management functions in accordance with agreed terms. Proactively identifies and escalates risks, dependencies, and issues within the SIM program domain, collaborating with stakeholders to resolve constraints and unlock opportunities. Delivers timely, insightful reporting on managed vendor performance to meet stakeholder requirements. Supports the Manager, Service Delivery in developing and implementing operational procedures, reporting cadence, and service delivery tools. Undertakes ad hoc activities as required, including business readiness, change management, continuous improvement, and service optimisation. Adheres to all Bureau work health and safety policies and procedures, ensuring personal safety and the wellbeing of employees, contractors, and visitors.