DISCLAIMER:Australian Citizenship or Permanent Residency is mandatory. Candidates must be based in Sydney.

About the company

At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers.

About the role

Our Governance & Reporting function is responsible for establishing governance forums, defining reporting frameworks, and ensuring that service providers adhere to contractual and operational obligations. It oversees cross-provider collaboration, drive accountability, and ensure that reporting delivers meaningful insights to inform decision-making. This role will require strong stakeholder engagement, analytical expertise, and the ability to translate complex service management data into actionable intelligence.

As the Service Manager for G&R, you will:

• Own Siam Governance and Reporting on behalf on the customer, take away their overhead and effort required to ensure the Governance and Reporting Practice is being managed effectively and undergoing constant review and improvement.
• Work closely with the customer to ensure all key stakeholders are aware of how the practice is performing and maintain their confidence in the practice and the people.
• Be a trusted partner that understand the way the customer thinks, pre-empt needs, challenges or changing requirements and act fast to remain aligned.
• Work hard to keep our word, make sure we delivering on what we have committed to and live up to our promises and performance targets.
• Act as the primary governance authority within the SIAM framework, ensuring cross-provider alignment and accountability.
• Oversee the development and implementation of governance structures, policies, and compliance frameworks.
• Drive structured engagement between service providers and customer stakeholders to ensure alignment with SIAM objectives.
• Establish and lead governance forums, including service reviews, operational working groups, and executive steering committees.
• Ensure that governance escalations are managed effectively, with clear remediation pathways and accountability mechanisms.
• Manage cross-provider collaboration to resolve systemic service delivery challenges and drive continuous improvement.
• Ensure governance insights translate into service improvement initiatives, optimising overall service quality and efficiency.
• Provide strategic governance guidance to stakeholders, ensuring alignment with evolving business and regulatory requirements.
• Drive automation and reporting enhancements to improve governance efficiency and reduce manual reporting overhead.
• Provide executive-level reporting and strategic insights to support high-level decision-making.

Essential Experience

• 8+ years of experience in Service Management
• 5+ years’ experience in governance, reporting, or SIAM leadership role.
• Exposure to Microsoft Azure, AWS & GCP
• Proven experience in ITSM process development including extensive experience with Incident and Problem Management
• Extensive experience developing & sustaining constructive relationships with customers, internal stakeholders, suppliers, & industry representatives
• Proven experience managing multiple tasks in a busy environment and working under stress in emergencies, and demonstrating flexibility to handle pressure coming from all directions simultaneously

Benefits

• Base $120,000 + Super + Benefits + Bonuses
• Genuine flexibility and work/life balance
• Company benefits including discounted lifestyle services such as novated leasing and health insurance
• Convenient Sydney CBD location - Brand new offices
• Work with proactive and open minded leadership that genuinely care and collaborate to create effective outcomes
• Work for an organisation that prioritises company culture and employee satisfaction

Culture

As number 4 on Australia’s Great Places to Work list, it’s clear that culture is a top priority at AC3. We approach business with family values, which means people here have real relationships that go beyond work. We believe it’s important that everyone is heard and treated with respect, whether you have the next big idea or simply a question. We keep it simple and live by our fours ways of being:

• Own It: If I say I’m going to do it, I do it. And I give it my all.
• Better It: I take the current status quo and make it better.
• Brave It: I listen, say what needs to be said, and do the right thing. Especially when it’s tough.
• Enjoy It: I take my work seriously, but don’t take myself too seriously.

We’d love for you to experience the AC3 way for yourself!

If you are interested in the position, are available quickly and believe that your skill set is suited to the requirements then please put forward your application via the APPLY button.

Every position at AC3 will require to undergo a National Police Check.