AI-Driven IT Service Delivery Lead for Regulated Finance

Novigi; Sydney; Presencial; AUD 150.000 - 210.000; Jornada completa

Descripción de la vacante

Novigi seeks an IT Service Delivery Manager to lead the day-to-day Modern Workplace managed services for a portfolio including regulated financial services clients. You will own service outcomes, SLAs, queues, reporting and client relationships to keep systems in good hands.

The role manages the service desk and delivery engineers, reporting to stakeholders and auditors, and is responsible for governance, automation, security and measurable client value.

Formación

• ITIL 4 certification and practical application in service delivery.
• Proven ownership of SLAs, service outcomes and reporting for external clients.
• Hands-on experience with ConnectWise PSA & RMM and reporting tools like BrightGauge.
• Solid knowledge of Microsoft 365, Azure, Entra ID and Intune.

Responsabilidades

• Lead the service desk with 10 direct reports, setting priorities and coaching.
• Drive a service culture with quality, responsiveness, accountability and continuous improvement.
• Build team capability through coaching, succession planning and career pathways.
• Champion AI adoption while ensuring governance and security in regulated work.
• Own service management end-to-end including incident, change and problem management.
• chair regular service reviews with clients and maintain audit-ready evidence.

Conocimientos

ITIL 4

ConnectWise PSA

ConnectWise RMM

BrightGauge

Microsoft 365

Azure

Entra ID

Intune

Audits

Herramientas

ConnectWise PSA

ConnectWise RMM

BrightGauge

Descripción del empleo

Novigi seeks an IT Service Delivery Manager to lead the day-to-day Modern Workplace managed services for a portfolio including regulated financial services clients. You will own service outcomes, SLAs, queues, reporting and client relationships to keep systems in good hands.

The role manages the service desk and delivery engineers, reporting to stakeholders and auditors, and is responsible for governance, automation, security and measurable client value.