Service Level & Catalogue Manager

Service Level & Catalogue Manager


New South Wales

Work type:



Information & Communication Technology



Job reference:


Start date:


Contact email:


Manisha Bakhru

Service Level& Catalogue Manager

NSW Government Organisation
1 year contract
Parramatta Location
Primary Purpose
The Service Level & Catalogue Manager defines, establishes and leads the range of service agreements across all IT services, systems and applications in the Information Services portfolio with the goal of developing and enhancing service delivery for customers.
Key Accountabilities
  • Lead the creation, design, implementation, management and reporting of service level processes and procedures to ensure service agreements, operational agreements and underpinning agreements are developed and Managed in a consistent manner across Information Services.
  • Provide authoritative and expert advice and act as an escalation point for all Service Level Management and Catalogue related issues at a strategic level
  • Proactively analyse and report on performance against service level agreements to highlight inconsistencies and guide the development of remediation activities
  • Develop, refine and communicate the Service Catalogue to provide clear guidelines and standards for service delivery

Key challenges
  • Lead the engagement on IT Service Management across the system, balance competing demands to achieve business objectives, establish effective stakeholder relationships and arrangements that ensure customer input to all decisions, and balance state wide needs with local innovation and national directions.
  • Work within an environment where technologies are subject to rapid evolution and change and identify technology solutions and platforms that improve the efficiency and effectiveness of the overall service offering for customers and drive improved value.
  • Create, lead and maintain a constructive workplace culture.
Experience in NSW public sector is highly desirable but not mandatory.
To apply for this opportunity, please submit your application in Word format only to Manisha Bakhru at or by clicking the "APPLY NOW" button below.

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