Service Delivery Manager - Personnel Systems Sustainment

About ImpSoft

• Australian Enterprise Resource Planning specialist and business systems consultancy

• More than 25 years' experience delivering successful outcomes for customers

• Oracle Gold Partner and recognised expert provider of PeopleSoft strategy, implementation and management services

• Active member of SAP's Partner program

• Customer centric organisation that puts people first, values specialist skills, and is known for delivering complex projects others can't

About the Role

Are you a strategic service delivery leader with a passion for driving performance, governance, and continuous improvement in complex, high-stakes environments?

ImpSoft is seeking an experienced Service Delivery Manager (SDM) to lead the delivery of application sustainment and support services for a Commonwealth Government client, based in Canberra.

Your role: As the primary interface between the Commonwealth client and ImpSoft's delivery team, you'll provide trusted strategic and operational leadership across all sustainment activities — ensuring services are delivered to the highest standard, in line with contractual obligations, agreed service levels, and governance requirements.

The opportunity: Shape service delivery outcomes for a major Defence-aligned program, while building strong relationships across government and industry.

What You'll Do

• Lead and coordinate a multi-disciplinary team of 45+ staff, fostering a culture of accountability, collaboration and customer focus

• Lead, plan and monitor the end-to-end delivery of sustainment and support services for a PeopleSoft-based HR/Payroll system, ensuring alignment with SLAs, KPIs and contractual commitments

• Act as the principal ImpSoft representative, building trusted relationships with Commonwealth stakeholders, technical SMEs and third-party vendors

• Provide strategic and operational advice on complex business, technical and service delivery matters

• Lead governance and assurance activities, representing ImpSoft in reviews, audits and governance forums

• Drive continuous improvement, risk management, and root cause analysis to enhance service quality and resilience

• Monitor service performance, resourcing and costs to support value-for-money outcomes and effective contract management

• Prepare and deliver reporting, briefings and insights to support executive and governance decision-making

About You

You're a natural leader with a track record of managing service delivery in complex, governed environments — ideally within Government, Defence, or large enterprise contracts.

You bring:

• Proven experience in a Service Delivery Manager, IT Service Management, or similar leadership role, ideally within a Commonwealth Government or Defence contract environment

• Strong understanding of ITIL / service management frameworks, governance processes and contract/SLA management

• Excellent stakeholder engagement and relationship management skills, with the ability to influence at senior and executive levels

• Demonstrated experience leading multi-disciplinary teams and managing supplier/subcontractor performance

• Strong analytical and problem-solving skills, with the ability to translate complex issues into clear, actionable recommendations

• Experience in risk and issue management, continuous improvement, and performance reporting

• Excellent written and verbal communication skills, including experience preparing executive-level reports and briefings

• Exposure to PeopleSoft, SAP SuccessFactors or other HR/Payroll ERP systems is highly desirable

Essential requirement: Due to the nature of this role, candidates must be Australian citizens and able to obtain and maintain an Australian Government security clearance (NV1 or above).

Why Join Us

• Play a pivotal leadership role on a high-profile Commonwealth contract supporting Defence objectives

• Join a specialist HR/Payroll consultancy with 25+ years' experience and a reputation for delivering complex projects others can't

• Work within a collaborative, high-performing team culture that values accountability, innovation and continuous improvement

• Permanent or contract position, reflecting ImpSoft's commitment to attracting and retaining top specialist talent

• Based in Canberra, with the stability and purpose of long-term government contract work

• Genuine opportunity to influence strategic outcomes and shape the future of service delivery for a major sustainment program

Only shortlisted candidates will be contacted.