Section Manager Service and Delivery

• Drive innovative technology solutions while ensuring operational excellence and resilience 
• Foster a customer-first culture enhancing stakeholder relationships and resilience 
• Engage in continuous improvement practices to build a high-performing team aligned with Council priorities 
• Attractive remuneration package including vehicle allowance 

About the role

The Section Manager Service and Delivery is a pivotal role reporting directly to the Chief Technology Officer. This position is responsible for overseeing a diverse team of IT professionals across the Service Desk, Business Application Support and Delivery Function teams within the Information & Technology unit at Council. 

As the Section Manager Service and Delivery you will be required to have a strong customer focus, underpinned by a deep understanding of technical support and operational delivery. This role will see you accountable for maintaining high standards of service excellence, fostering a culture of continuous improvement, and building team capability through professional development and innovation. 

As an effective leader, you will establish meaningful performance metrics, drive operational reliability, and champion a customer first mindset, enabling Council to deliver secure, reliable, and innovative ICT services that support organisational priorities and deliver outstanding customer service at all times. 

This position is required to provide quality customer service and create value for the community.

To be successful in this role, you will have:

• tertiary qualifications in Computer Science, Information Technology, Business Management, Engineering or related field OR demonstrated solid contemporary experience in a similar role, combined with ongoing professional development 
• experience in a similar leadership role within a large, complex organisation, with direct accountability for service desk operations, business application support, and project delivery functions
• success in leading, growing and developing high-performing teams focused on delivering quality outcomes, exceptional customer service, and continuous improvement across all ICT service and support domains
• proven capability in managing teams responsible for the delivery, reliability, and ongoing enhancement of technology solutions, ensuring platform availability, resilience, and alignment with organisational priorities, including the coordination of 24/7 support
• significant experience negotiating complex commercial arrangements, with a strong ability to identify and realise long-term value propositions and strategic opportunities for the business, particularly in the context of technology partnerships and outsourced service providers
• expertise in developing and implementing robust disaster recovery and business continuity plans for service desk operations, business applications, and critical platforms, ensuring operational resilience and minimal service disruption
• strong interpersonal, presentation, and communication skills, with a proven ability to negotiate, influence, and maintain effective relationships with customers, senior leaders, multidisciplinary teams, and stakeholders across both technical and non-technical domains
• a strong track record in embedding cyber security best practice and risk management across all technology platforms, and in coordinating 24/7 operational support to meet an organisation's customer service and business continuity requirements.   

Our position description provides more information for you to learn more about this role.

Other important information

• A competitive total remuneration salary package including vehicle allowance will be provided for this role. 
• We have a permanent full-time role available
• This role will be able to access a 19 day month 
• We are able to offer hybrid and flexible working conditions for this role - 2 days from home and 3 days onsite
• This role is located at the Wyong Administration Building.

Council may create an eligibility list from this recruitment process and may utilise this eligibility list to fill other permanent or temporary vacancies.

Extra benefits

At Central Coast Council we provide team members with a range of extras that help them balance their life when they need it. Fitness Passports give access to a range of gyms. Wellbeing leave can be accessed twice a year to tick off something that means something to you - volunteering, health check-ups. And an Employee Assistance Program that offers a range of wellbeing initiatives to help you and your immediate family.

Other extras include:

• Long service leave after 5 years of continuous service
• Free flu vaccination program
• Time provided for you to do annual skin cancer screening, Breast screen and blood donations
• Access to professional development with career development and learning programs through various platforms
• We reward and recognise our staff with our Cheers program
• Novated leasing partnerships. 

Central Coast Council is committed to the goals of equal opportunity employment. We aim to provide a work environment for our employees that fosters equity, diversity and respect.

Council is committed to providing safe environments that protect the physical, emotional, cultural and social wellbeing of children on the Central Coast.

Central Coast Council is ideally located on the northern fringe of Sydney and just an hour's drive from Newcastle, the Central Coast offers one of the best places in Australia to live and work. The Central Coast is one of the fastest growing regions in NSW, the third largest Local Government Area (LGA) in NSW and the 6th Largest LGA in Australia. 

How to apply

To lodge your application, please follow these steps:

1. Answer the on-line questions shown below.
2. Attach your resume 
3. Attach your qualifications and licences.

Once your application is successfully lodged you will receive an automated response sent to your e-mail address. If a response is not received this means that your application has not been successfully submitted and you will need to lodge another application.

If you require assistance to lodge your application please contact our Talent Acquisition team by emailing recruit@centralcoast.nsw.gov.au to discuss what reasonable adjustments you may need. If you are deaf, hearing or speech impaired, you can contact us through the National Relay Service TTY call 133 677 or Speak & Listen 1300 555 727.

Applicants who are selected for interview will be contacted by phone or e-mail

You will have the ability to save your application as you go using the 'Save Application' button. You can start an application and return to it later via the automatic follow-up email once you have the time and required information at hand to finalise your application.  

If you don't have access to a computer or electronic device, you can lodge your application at any of Council's Library locations. Pre-book a free 1-hour computer timeslot by contacting your nearest library https://www.centralcoast.nsw.gov.au/libraries/our-branches or ask at the enquiry counter.

We will not accept unsolicited resumes or applications being presented by recruitment agencies.