ICT Service Manager, EL1, AER - Legal, Corporate & Information Services (EA2026/96)

• Do you want to work at an agency where each day reveals new opportunities to work on some of the biggest issues facing consumers and businesses and have opportunities to pursue new and exciting pathways?
• Do you want to work at a place where smart and dedicated people from all walks of life collaborate to work on meaningful matters?
• Do you want to lead a team that supports and manages the AER's data and applications systems?

Then this is the place for you! At the AER, we work to make energy consumers better off, now and in the future. We focus on ensuring a secure, reliable and affordable energy future for Australia as it transitions to net zero emissions. Our high performing culture is built on a foundation of care, support and inclusion. It’s why we’re driven by connection and collaboration, sharing our skills, knowledge and support with each other freely and frequently. It’s why we prioritise the wellbeing of our people and empower them to work autonomously, flexibly and courageously. We believe the best version of you is the one that’s true to who you are – and that’s the you we want working alongside us. We value flexibility, this role can be performed at any of the AER offices located in Adelaide, Brisbane, Canberra, Melbourne, or Sydney and are available on a full-time, part-time or job-share basis. Applicants from diverse backgrounds including First Nations peoples, people with disability and those from different cultural backgrounds are encouraged to apply. The Legal, Corporate and Information Services Division provides the professional corporate services and information the organisation requires, when they are required, to operate effectively. The Division’s remit includes specialised legal services, human resources, finance and procurement, IT applications and data governance, and corporate reporting and governance functions. The Division also has responsibility for the operation of the energymadeeasy.gov.au website. The Information Services branch provides a centralised ICT and data capability to the AER and supports the agency’s policy and governance settings in relation to ICT and data governance. The branch also provides ongoing support and guidance on ICT and data project management, data governance, and specialised data applications including business intelligence tools. The branch’s two key broad functions are maintaining and operating the AER’s ICT and data infrastructure, and overseeing the implementation of AER Data Strategy Program and ICT and data governance through a project management office. What you will do asthe ICT Service Manager The ICT Service Manager works under general direction to manage operational vendor delivery and contract support services for AER’s data and applications systems, which may include but not limited to: MS Dynamics 365, MS Power Apps Portal, MS Azure Services and the AER website. The ICT Service Manager is a leader, responsible for defining and managing the requirements, scope, and the end-to-end delivery of contract support services ensuring compliance with the Agency’s management framework, policies, and procedures. The ICT Service Manager is responsible for advising and negotiating support services contracts and leading the delivery of operational initiatives to effectively manage and monitor the services. This role ensures that services are delivered efficiently, incidents are resolved promptly, and the applications operates smoothly to meet the business needs of the agency. Working in collaboration with the business and other relevant stakeholders, the ICT Service Manager will be able to understand business value drivers, manage a portfolio of support services contracts, and deliver high quality operational outcomes. As the ICT Service Manager, duties include but are not limited to:

• Serving as the primary point of contact for vendor contracts, ensuring compliance with service level agreements (SLAs), and managing vendor relationships to support effective service delivery.
• Managing procurement and contract negotiation support services for AER’s Data and applications owners and line areas.
• Scoping data and system requirements aligned with the AER’s operational objectives, evaluating vendor proposals, identifying preferred suppliers, and delivering comprehensive recommendations to the AER.
• Implementing work plans, setting tasks and priorities, and managing workflow between external vendors, internal operational teams, and project teams.
• Leading and developing incident management processes, including the identification, logging, resolution of incidents and workflow with all stakeholders.
• Managing research and analysis of key issues relating to AER’s data and application systems, identifying support service improvement opportunities and solutions, and performing risk and root-cause analysis for major incidents with coordinated mitigation strategies.
• Providing expertise across a broad range of activities relating to the agency operational and transformation work program and ensuring an in-depth knowledge of government wide contract and procurement compliance with relevant legislation and policy frameworks.
• Identifying and leading innovative solutions and using professional judgement to evaluate ambiguous or incomplete information.
• Understanding, developing, and applying complex policy and technical concepts to solution design, development, and implementation.

About You All candidates are expected to meet the APS Integrated Leadership Profile (ILS) for the EL1 classification. This role in particular requires:

• Demonstrated experience leading vendor negotiations to manage support services with applications like MS Dynamics 365 applications, MS Power Apps Portals, web sites, and more.
• A proven track record of leading service management, operational processes, incident resolution and managing vendor relationships to ensure compliance with SLAs.
• A strong understanding of digital technologies, platforms, and applications processes.
• Demonstrated experience in supporting, training and mentoring colleagues across the agency in best practice communications and/or stakeholder engagement activities for diverse audiences.

To find out more about us and the role, please read the Candidate Kit. How To Apply You’ll be asked to upload your resume and a 500-word statement of claims. When preparing your statement of claims, you should describe the key attributes that you would bring this role and highlight the experience that demonstrates how you meet the selection criteria. Salary: $127,908 - $141,555 (plus 15.4% superannuation). Contact Officer: Leigh Berrell, 0412 100 045 Applications Close: 11:00pm (AEST), Monday 27 April 2026