Service Delivery Manager - Cloud & Infrastructure Operations

At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.

VicRoads empowers our people to learn and grow– focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.

VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf.

We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.

• Annual Salary Range: Commensurate with Experience  
• Employment Type: Full-Time – 12 Month Max Term 
• Usual Work Location: QV 180 Lonsdale Street CBD/ Work from home
• Must be eligible to gain baseline security clearance.

Are you passionate about creating products and experiences that not only meet user needs but also captivate their hearts and minds? Are you excited about the challenge of balancing customer desirability with business viability, technology feasibility and broader business strategy to deliver exceptional experiences? If so, we have an incredible opportunity for you! 

We are seeking a talented and driven individual to join our dynamic Technology Operations team. As a team member, you will play a pivotal role in working with our business and helping to support and provide engineering services to the digital platform.  You will work alongside a group of passionate professionals who are dedicated to delivering innovative solutions that exceed customer expectations. 

Your team is part of the Technology division, a team that are truly collaborative and passionate, and work closely together to deliver outcomes that positively transform the way our customers use our services.  

About the Opportunity 

As the Service Delivery Manager Cloud & Infrastructure Operations, you will play a pivotal role in overseeing the successful delivery of our cloud and Infrastructure Operations offerings to our clients. You will collaborate closely with internal teams, including applications and services, digital operations, and technical experts, to ensure that our services are delivered on time, within budget, and in accordance with our high-quality standards. Your exceptional leadership, problem-solving abilities, and technical knowledge in cloud, data centre technologies and Infrastructure Operations will enable you to effectively manage service delivery processes and continuously optimise our service offerings.

• Service Delivery & Operations: Oversee the end‑to‑end delivery of cloud and data centre services to consistently meet or exceed SLAs and customer expectations, while developing and maintaining a robust service delivery framework that drives service quality, efficiency and reliability.
• Project Delivery: Collaborate with project management teams to plan and deliver cloud and data centre projects on time, within scope and budget, while proactively monitoring progress and managing risks, issues and dependencies throughout execution.
• Stakeholder & Vendor Management: Build and maintain strong relationships with clients, vendors and key internal stakeholders, acting as the primary point of contact for service‑related discussions and escalations, and working closely with internal teams to validate customer requirements and define the key drivers for successful engagement.
• Continuous Improvement & Optimisation: Identify and implement process optimisation and automation opportunities to improve efficiency and cost‑effectiveness, while incorporating industry best practices and emerging technologies into service delivery models.
• Performance Management & Reporting: Track service performance against defined KPIs and service metrics, and provide regular performance reporting and actionable insights to management.

About you 

You are an experienced service delivery leader with a strong background in cloud and infrastructure environments, bringing at least five years’ experience managing end‑to‑end service delivery in complex organisations. You hold a Bachelor’s degree in Computer Science, Information Technology or a related discipline, supported by industry‑recognised networking certifications such as CCNA or CCNP. Security‑related certifications (such as CISSP or CISM) are desirable and will be highly regarded.

You have strong knowledge of cloud platforms and operating models, including hybrid environments, and a sound understanding of Infrastructure Operations and ITIL‑based service management practices. You have a proven track record of delivering infrastructure or cloud initiatives on time and within budget, while effectively managing stakeholders, vendors and service escalations to achieve high service performance.

You are skilled at driving continuous improvement, optimising service delivery models and leading cross‑functional teams to deliver consistent, high‑quality outcomes. Your leadership style is collaborative and outcome‑focused, and you communicate confidently with both technical and non‑technical audiences through clear presentations and engagement at senior levels.

Technical exposure to networking and security, including cloud security concepts, is advantageous, as is familiarity with platforms such as Palo Alto Networks and Zscaler. Experience with automation and process improvement initiatives, operating in large or complex enterprise environments, and an awareness of emerging trends and best practice in cloud and data centre services will further strengthen your profile.

Our culture 

Innovation powers progress, but it doesn’t come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we’re proud our workforce reflects the community we work for. 

What we offer 

• Salary packaging, Fitness Passport & discounts to hundreds of retailers
• Opportunities for professional and personal development 
• Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave 

How to apply 

We encourage applications from people of all genders, backgrounds and communities. 

If you need any adjustments to our recruitment process or the role itself, please let us know when applying. 

Please submit your application via the “Apply” button.

For a copy of the Position Description please email talentacquisition@vicroads.com.au   

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VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.