Service Delivery Manager

The Opportunity The Digital Trust Service (DTS) will provide Australians and New Zealanders with the ability to use a mobile driver license across state and international borders in a secure way. Austroads is seeking an experienced Service Delivery Manager to collaboratively coordinate, design, develop and manage activities related to the service management design, operation, governance and maintenance of the DTS. The Service Delivery Manager will then assist with the transition of the project into the BAU of jurisdictions wishing to use the DTS and be responsible for the service management elements of the DTS while in operation. This is an exciting opportunity to participate in the provision of a nationally significant service for Australians.

Role Responsibilities Include

Designing the DTS Service Management model for the Digital Trust List.

Supporting the design, commission, onboarding, operation, and eventual upgrade of the Service Management model that will define the DTS Operations process, procedures, experience and governance in line with Information Technology Service Management (ITSM) practice.

Leveraging frameworks like ITIL Project to BAU best practices, helping manage incidents, changes, and releases to maintain the operational health of these critical services, while also fostering transparency and user trust through explainable technology.

Managing and overseeing the development of the service management and operational continuity of the DTS, ensuring harmony with Austroads’ and Austroads’ members of other government systems.

Ensuring interaction and consistency with the global operating environment, including international operations and standards.

Effectively collaborating with internal and external stakeholders, including to consult, inform and influence decision making.

Assisting in the development of policies and design for digital trust support services.

Assisting with the maintenance and evolution of service design strategies and the service standards and service level agreement design.

Assisting with the design of the Service management model, ticket to play criteria and onboarding standard policies and procedures to enable jurisdictional uptake of the DTS.

Managing the end‑to‑end quality and performance of digital trust services, which may include digital certificates.

Developing and monitoring service level agreements (SLAs) to ensure the service meets agreed‑upon standards.

Applicant Requirements

Proven experience working in ITSM compliant service management design and development as well as having worked in operational service module development roles, operating ideally with Government and high visibility identity / verifiable credential service management solutions.

Extensive experience in the preparation of written operational manuals, process and procedures documentation.

High‑level analytical and conceptual skills and process design and development

Excellent written and verbal communication skills, with the ability to foster strong working relationships across different stakeholders

Qualifications in service management standards, ConOps, service management policy, administration or similar, or the equivalent work experience.

Experience in working across government, industry stakeholders and the technology sector is desirable.

Benefits

Austroads has been recognised as a 2025 5‑Star Employer of Choice by HRD Magazine, and one of The Australian's Best Places to Work in 2025

Access to Employee Assistance Program for all employees and their immediate family

Extra 5 days personal leave per financial year

Wellbeing allowance of up to $500 per financial year

Flexible working arrangements and hybrid working from home available

Additional paid parental leave entitlements

Further education and professional development subsidisation and leave support.

Access to further professional development through LinkedIn Learning subscription

About Austroads Austroads is the collective of the Australian and New Zealand transport agencies representing all levels of government. We provide high‑quality, practical and impartial advice, information, tools and services to help our members to deliver efficient, reliable and safe mobility to their customers.

Austroads employs approx. 120 across our Sydney and Melbourne offices.

Austroads takes inclusion and diversity seriously. We embrace difference and diversity of identity, experience and thought, and actively strive for inclusive behaviours across our company and our work.

The successful candidate will be required to undergo a National Police Check.

The full position descriptions can be found at www.austroads.gov.au/careers

Application Instructions To apply for this role, please press “Quick Apply” and upload your resume and a cover letter explaining your interest in the role, and why you would be an exceptional candidate. Due to the anticipated volume of applicants, only shortlisted candidates will be contacted.

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