Capability Manager (Active Directory and Citrix)

As a Capability Manager based in Canberra, you will oversee the end-to-end delivery of IT Infrastructure, managing and maintaining Defence’s key IT services. You will lead two high performing teams, empowering operational administration, providing technical guidance, and driving service improvement initiatives for groups of technical SMEs. Your focus will be on delivering a customer-centric methodology to support and service request fulfillment, managing and improving ICT service delivery to meet and exceed customer expectations, and maintaining ICT support operational SLAs, policies, and procedures.Key Responsibilities:Lead, develop, and enable a team of IT Professionals to deliver complex enterprise IT solutions to our customers.Ensure the end-to-end delivery of high-quality, reliable, efficient, and effective IT Services supporting our clients’ core business operations.Monitor and report on the performance of IT services against agreed SLAs, metrics, and KPIs.Manage vendor and customer relationships, including contract negotiations, financial tracking, and performance reviews to ensure service levels are met.Develop and manage relationships between internal IT groups and relevant business stakeholders to deliver continuous service improvement plans and drive efficiencies within IT Operations.Handle escalations and assist with major incidents to ensure appropriate technical management and customer engagement/communications are in place.Influence and negotiate with a broad group of stakeholders, managing various expectations and priorities.About You: In addition to your educational background, you will have first-hand experience leading and mentoring a team of ICT professionals in a large enterprise environment. You are proactive with the ability to understand the business, identify issues, and develop relationships to achieve the company’s objectives.