IT Service Manager- Problem & Vendor Management

Federal Government | Initial Contract + 2 x 12-Month Extensions

• Australian Citizenship Required | Must be eligible for Baseline Security Clearance
• Remote candidates will not be considered
• Hybrid working arrangements | Sydney, Canberra or Brisbane
• Initial contract until 30 June 2027 + extension options
• Complex enterprise technology environment

The Opportunity

Davidson is seeking an experienced IT Service Manager-Problem & Vendor Management to join a Federal Government organisation delivering critical technology services.

This role will focus on technical problem management, third-party software vendor coordination and service governance within a complex, multi-vendor environment.

You will play a key role in ensuring technical defects and recurring issues are effectively investigated, tracked and permanently resolved, while driving vendor accountability, service quality and continuous improvement.

Key Responsibilities

• Manage relationships with external software vendors to coordinate the investigation and resolution of technical defects.
• Oversee problem management activities, including defect tracking, root cause analysis and permanent remediation.
• Monitor vendor performance against agreed Service Level Agreements (SLAs), managing escalations and ensuring timely resolution.
• Work closely with software developers, product managers and internal stakeholders to coordinate technical solutions and deployment schedules.
• Review vendor root cause analysis findings and ensure corrective actions address underlying issues.
• Identify recurring problems, operational risks and opportunities for service improvement.
• Prepare vendor performance reports, executive briefings and recommendations for senior stakeholders.
• Support service governance, quality assurance and continuous improvement initiatives.

Skills & Experience

• Minimum 3–5 years' experience in IT Service Management, Technical Problem Management or Vendor Operations.
• Demonstrated experience managing technical incidents, software defects and problem management processes in complex IT environments.
• Strong experience managing third-party software vendors, including SLA compliance, escalation and performance management.
• Sound understanding of root cause analysis, technical service delivery and permanent defect remediation.
• Hands-on experience with enterprise ITSM and issue-tracking tools such as ServiceNow or Jira.
• Strong analytical, risk management and problem-solving capabilities.
• Excellent communication and stakeholder engagement skills, including preparing reports and briefings for senior management.
• Ability to manage competing priorities and deliver outcomes with minimal supervision.

Experience working in complex government or enterprise technology environments will be highly regarded.

Eligibility

Australian Citizenship is required, and applicants must be eligible to obtain an Australian Government Baseline security clearance.

Remote candidates will not be considered.




Please submit your current resume to apply. If you'd like a confidential discussion about the role, please contact Terry Park on terry.park@davidsonwp.com quoting reference JN -102026-44495. To learn more about Davidson, visit davidsonwp.com.