Director, IT Service Delivery

About the role

The Digital, Security and Workplace Operations Division seeks a senior leader to oversee the delivery of critical IT services to the Prime Minister, Cabinet, and related agencies. This role ensures that ICT services are reliable, efficient, and aligned with strategic priorities while providing executive and VIP support.

Key responsibilities

• Lead and manage the IT Service Desk, Desktop Support, and VIP IT support teams.
• Develop, implement, and maintain IT service management policies, processes, and procedures.
• Oversee performance, reliability, and continuous improvement of IT services and digital assets.
• Monitor service delivery against agreed service levels and drive improvements.
• Lead incident, problem, and change management practices.
• Build and maintain strong relationships with senior stakeholders, executives, and Ministerial offices.
• Translate strategic priorities into operational plans and service improvement initiatives.
• Provide leadership, mentoring, and professional development to team members.

Required profile

• Proven ability to turn strategic direction into operational outcomes.
• Strong IT service delivery experience with stakeholder management.
• Advanced communication skills and ability to present complex information clearly.
• Demonstrated leadership managing complex outcomes under tight timeframes.
• High autonomy, sound judgement, risk management, and problem‑solving capabilities.
• Commitment to continuous improvement and innovation.

Required skills

• ITIL practices and service management frameworks.
• Experience delivering desktop and executive ICT support services.
• Knowledge of contemporary enterprise and executive IT support technologies.