Service Delivery Manager

Join our Technology team as a Service Delivery Manager, where you'll play a critical role in shaping and enhancing the delivery of ICT services across the business. Leading relationships with internal teams and external partners, you'll ensure services are delivered effectively, customer expectations are exceeded, and ITIL processes are executed with excellence. This is an opportunity to influence service strategy, drive continuous improvement, and create meaningful business outcomes.

Your Role in Action  

• Lead the day-to-day delivery of ICT services, ensuring performance meets agreed service levels and business expectations.
• Manage and coordinate the resolution of incidents, from operational issues to major service disruptions, minimising business impact and driving timely recovery.
• Build and manage strong relationships with internal teams, stakeholders, and external service providers to deliver seamless technology services.
• Monitor, analyse and report on service performance, driving accountability and continuous improvement across the service landscape.
• Provide ownership and strategic leadership of ITIL processes, ensuring effective governance, operational excellence, and best-practice service management.
• Champion a customer-focused, service-driven culture by influencing positive change and embedding continuous improvement initiatives.
• Coordinate multiple technology partners and vendors across complex ICT environments, ensuring services are delivered efficiently and effectively.
• Drive improvements in system reliability, performance, risk management, and cost optimisation while supporting ongoing business and technology change initiatives.

What Makes You a Great Fit

• Proven experience in ICT, Technology, or Business environments, with a strong track record in IT Service Management and service delivery.
• Strong knowledge of the ITIL framework and service management best practices, with the ability to drive operational excellence and continuous improvement.
• Broad understanding of technology platforms, infrastructure, and emerging industry trends, coupled with a customer-focused mindset.
• Demonstrated ability to lead confidently through major incidents, high-pressure situations, and changing business priorities.
• Strong commercial acumen, including experience managing vendor relationships and outsourced service providers to achieve business outcomes.
• Data-driven and risk-aware approach to decision-making, with a proven ability to balance service performance, customer expectations, and organisational objectives.

By joining Western Power, you will contribute to powering a cleaner energy future. We are dedicated to fostering career development and promoting a healthy work-life balance, empowering you to drive innovation as we develop a network that will serve the Western Australian community for generations. You will also benefit from a range of perks and opportunities, including: 

• Over 50% of our employment opportunities are driven by career progression.  
• Flexible work arrangements to support part time work, working hours and working from home arrangements. 
• The opportunity to purchase up to four weeks of additional leave per year. 
• Access to salary packaging, social club activities, and discounted health insurance and gym membership. 
• An award-winning employee recognition and benefits programme. 
• An innovative team culture that’s enabling the transition to renewable energy and decarbonisation.   
• In addition to standard leave, enjoy three wellness leave days each year.

• 22 weeks paid parental leave and 5 days of First Nations cultural leave to support family and cultural connections.

Applications close on 19 August 2026

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We value diversity and inclusivity, encouraging applications from all backgrounds, including women, Aboriginal and Torres Strait Islander people, and LGBTQIA+ communities. As a WORK180-endorsed employer for women, we are proud of our commitment to inclusion. You can learn more about this through our Reconciliation Action Plan and Disability Access and Inclusion Plan. 

Learn more about Western Power here: About (westernpower.com.au) 

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