Assistant Director, Service Delivery

About this role

The Information Management and Technology Services (IMTS) Branch plays a pivotal role in contributing to ACCC/AER outcomes. The IMTS branch expertly delivers easy to use and reliable technology solutions that help ACCC and AER business teams in meeting their objectives. The key priorities for the branch are to: • Utilise technology so our agency can protect consumers and promote competition across Australia’s economy. • Launch technologies that solve critical business issues and create new regulatory capabilities. • Use and manage agency data assets that drive responsive and effective regulatory outcomes. • Provide consistent, reliable, and secure ongoing IT services to the whole agency, including support of hybrid and flexible work. • Foster a diverse and high-performing workforce underpinned by collaborative and flexible ways of working. IMTS is responsible for some of the agency’s most critical ICT programs, including developing the technology behind Australia’s first National Anti-Scam Centre and the Australian Government’s new merger regime, the largest change to Australia’s mergers regime since the establishment of the Trade Practices Act 50 years ago. Following the separation of ACCC and AER, the ACCC IMTS branch will provide ICT shared services to the AER. The Assistant Director, Service Delivery will lead the management and coordination of these ICT services and work in strong collaboration with key stakeholders in the ACCC and the AER. Reporting directly to the Director, IT Service and Support you will ensure reliable system operations and core service support while driving continuous improvement in how services are designed, delivered and supported to meet evolving business needs. In this role, you will build strong, trusted relationships, set clear expectations with providers, and embed a service culture focused on consistency, accountability and customer experience. As part of the shared service model, you will be the primary escalation point for service delivery, financial management, including cost control, contract management, and service expectations. This will include monitoring, forecasting and reporting on variable service costs through monthly reconciliation and true-up processes, providing clear analysis and justification of expenditure to support effective financial governance and decision-making. Our ideal candidate will possess a strong technical background across the full spectrum of ICT operations, including incident and problem management, service delivery, infrastructure support, and operational governance. The ICT shared services portfolio encompasses a broad range of services, including end-user support, data centre operations, hardware and infrastructure management, repairs and maintenance, digital storage, video conferencing, internet and telecommunications services, and the management of intergovernmental service arrangements. As the Assistant Director, Service Delivery, you will: · Provide strategic advice to the Chief Information Officer and ICT leadership team on ICT operations, service delivery, governance and service improvement initiatives as they relate to ICT shared services. · Lead the delivery of ICT services to the AER in accordance with agreed service expectations, performance measures and stakeholder expectations. · Manage contracts and strategic relationships with external ICT vendors, managed service providers and delivery partners to achieve reliable and value-for-money outcomes. · Oversee service delivery financial management, including budgeting, forecasting, cost control, contract performance and services management. · Provide leadership and expert guidance on ICT policies, procedures and operational practices to promote consistent, customer-focused service delivery. · Identify opportunities to optimise ICT services, processes and operating models by engaging with stakeholders and assessing current and future business needs. · Understand a diverse portfolio of ICT services, including end-user support, infrastructure, data centre operations, telecommunications, digital storage, and enterprise applications.