IT Operations Lead: 24/7 Service Delivery & Power BI

West HQ; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

West HQ in Sydney is seeking an experienced IT Operations & Service Delivery Lead to oversee daily IT service delivery and 24/7 operations. You will guide Support Engineers, manage escalations, and drive continuous improvement across infrastructure, apps and reporting.

The role focuses on hands-on leadership, incident management, and data-led decision making, leveraging Power BI and Microsoft 365 to improve performance and response times.

Qualifications

• 5+ years of experience across IT operations, service delivery, infrastructure or application support.
• ITIL/ITSM experience across Incident, Problem and Change Management.
• Experience managing technical escalations and major incidents.
• Strong knowledge of Microsoft 365, Active Directory/Entra ID, Windows Server, networking, endpoints and business applications.
• Practical Power BI experience, including developing dashboards and operational reports.
• Ability to interpret application and operational data and turn it into meaningful insights.
• Strong troubleshooting, customer service, stakeholder and vendor management skills.
• The ability to guide and mentor technical colleagues.
• A proactive, accountable and customer-focused approach.

Responsibilities

• Coordinate daily IT service delivery, priorities and operational escalations
• Act as the senior technical escalation point for major and business-impacting incidents
• Drive effective Incident, Problem, Change and Service Request Management
• Monitor SLAs, ticket performance, recurring incidents and service trends
• Develop Power BI dashboards and operational reporting to identify trends and improvement opportunities
• Support business-critical applications, integrations and digital services
• Provide operational support across Microsoft 365, Active Directory, Entra ID, Windows Server, endpoints and infrastructure
• Improve automation, monitoring, documentation, self-service and knowledge management
• Provide technical guidance and mentoring to Support Engineers
• Coordinate vendor escalations and build strong relationships with internal stakeholders
• Support the transition of new technology services into BAU operations

Skills

IT operations

Service delivery

Incident Management

Problem Management

Change Management

Mentoring

Vendor management

Customer service

Troubleshooting

Tools

Power BI

Microsoft 365

Active Directory/Entra ID

Windows Server

Networking

Job description

West HQ in Sydney is seeking an experienced IT Operations & Service Delivery Lead to oversee daily IT service delivery and 24/7 operations. You will guide Support Engineers, manage escalations, and drive continuous improvement across infrastructure, apps and reporting.

The role focuses on hands-on leadership, incident management, and data-led decision making, leveraging Power BI and Microsoft 365 to improve performance and response times.