IT Operations & Service Delivery Lead- Full Time

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

IT Operations & Service Delivery Lead- Full Time

West HQ is one of Western Sydney's leadingentertainment, hospitality, fitness and lifestyle destinations.Behind our diverse venues and experiences is a technologyenvironment that operates around the clock.

We're looking for an experienced IT Operations & ServiceDelivery Lead to join our ICT team and help deliverreliable, responsive and continually improving technology servicesacross our 24/7 operations.

Reporting to the Head of ICT, this is ahands-on Team Lead role where you'll coordinate day-to-day ICToperations, guide Support Engineers, manage technical escalationsand help strengthen service delivery across the business. You'llalso use Power BI and operational data to identify trends, improveperformance and support better decision-making.

The day-to-day:

• Coordinate daily IT service delivery, priorities andoperational escalations
• Act as the senior technical escalation point for major andbusiness-impacting incidents
• Drive effective Incident, Problem, Change and Service RequestManagement
• Monitor SLAs, ticket performance, recurring incidents andservice trends
• Develop Power BI dashboards and operational reporting toidentify trends and improvement opportunities
• Support business-critical applications, integrations anddigital services
• Provide operational support across Microsoft 365, ActiveDirectory, Entra ID, Windows Server, endpoints andinfrastructure
• Improve automation, monitoring, documentation, self-service andknowledge management
• Provide technical guidance and mentoring to SupportEngineers
• Coordinate vendor escalations and build strong relationshipswith internal stakeholders
• Support the transition of new technology services into BAUoperations

Our perfect fit:
You're an experienced IT professional who enjoys being hands-on,solving complex problems and taking ownership from issue through toresolution.

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

Highly regarded

• ITIL Foundation or higher certification
• PowerShell, automation or monitoring experience
• Exposure to POS, EFTPOS, PMS or other venue-basedtechnology
• Experience within hospitality, entertainment, gaming, hotels,fitness or another 24/7 environment

Why this role

This is an opportunity to take a leading role in the day-to-daydelivery of technology services across a diverse and fast-pacedorganisation. You'll have the opportunity to influence how ICToperates, improve service standards and help build a moreproactive, data-led and resilient technology environment.

If you enjoy solving complex operational issues, working acrosstechnology and data, supporting others and taking ownership throughto resolution, we'd love to hear from you.