Job Details
  • Reference364508A_1602732195
  • LocationCanberra
  • Job TypeContract
  • Posted13 days ago
  • ConsultantNeville Smith

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage a Service Delivery Analyst on a contract for 12 Months, with potential extensions of 12 months.

Position Overview

Provide planning, implementation, control, review and audit of service provision, to meet customer business requirements to support as follows:

  • Negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets;
  • Ensure that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levels;
  • Diagnose service delivery problems and initiates actions to maintain or improve levels of service;
  • Establish and maintain operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Duties & Responsibilities:

  • Operate as a strategic point of coordination and monitoring , manage, monitor and report on Service Delivery to its customers, internal Service Level Agreements (SLA), operational and strategic performance metrics across services/functions and related risk;
  • Manage and report on work take on and workload distribution and work closely with teams to ensure work is adequately resourced and delegated to right teams within client;
  • Provide support to internal and external teams/projects with engagement, including relevant artefacts required to support ICT changes and Transition of Support Responsibility;
  • Provide information and document management as well as reporting (internal and external), with appropriate metrics to highlight status, risks and performance.

Our Ideal Candidate will have:

  • Demonstrated communication and stakeholder management skills;
  • A good understanding of ITIL based service management and service delivery frameworks;
  • A good understanding of the governance and assurance frameworks with a focus on performance reporting and Service Delivery management;
  • Knowledge and experience in defining SLAs, performance metrics and reporting against those metrics;
  • Knowledge and experience in demand, pipeline, resource management and team capacity monitoring and forecast;
  • Knowledge and experience in information management leveraging tools such as document management, SharePoint and intranet; and
  • Knowledge and experience in developing and producing management reporting (i.e. financial, risk and operational performance) leveraging analytical and visualisation tool.
  • ITIL V3/4 Foundation certification;
  • Previous Defence experience - within ICT or engineering domain;

Mandatory Requirements:

  • The successful candidate will be required to have an NV1 clearance.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Neville Smith on 02 6268 9916 or email for further discussion.