ICT Service Delivery Manager
What the work is
Manages and coordinates the effective delivery of ICT services within an organisation in accordance with predefined service level agreements.
Would you enjoy the work?
These are the main tasks in the official description. Mark how each one sounds to you.
- Manages end-to-end ICT service delivery, ensuring adherence to agreed service levels and customer satisfaction
- Develops and oversees an effective communication infrastructure for incident management response and resolution
- Monitors service metrics to ensure performance and quality standards
- May manage relationships with external vendors, negotiate contracts and monitor services
Try it
A simulation and a case study from this kind of work, set in the technology services department of a fictional regional council. They are fictional.
The kind of days you could have
Good days
- A project that had been sliding for months gets back on track after one honest team meeting
- Everything breaks in testing, so nothing breaks for the public
- A user who dreaded the new system tells you it is actually easier
Hard days
- The system goes down and every person who rings you is certain it is the most important
- A project sponsor who wants more features, the same date and the same budget
- Looking after the old system nobody loves, because everything still depends on it
Written by Career Calling as a general guide. Real roles vary by employer and place.
Work a mission
Step into a simulated workplace in this field, with a brief from your manager.
Description and tasks: Australian Bureau of Statistics, Occupation Standard Classification for Australia, 2024, Version 1.0 (opens another site), occupation 113233, used under a Creative Commons Attribution 4.0 licence. The skill guide above is our plain English summary.