IT Service Delivery and Automation Specialist

Elenium Automation; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working arrangements

Novated vehicle leasing

Ample free parking at Essendon Fields

Job summary

Elenium Automation is seeking an IT Service Delivery and Automation Specialist based in Melbourne with hybrid working options. The role focuses on delivering and improving airline technology services, shifting from reactive support to proactive, data-driven service delivery through automation and ITSM best practices.

The successful candidate will manage incidents, drive operational excellence, and implement scalable automation to reduce manual effort while ensuring superb end-user experiences.

Qualifications

• Australian citizen or permanent residency is required.
• ITIL certification is mandatory.
• 5+ years in IT Service Delivery, Workplace Technology or Service Management.
• Strong background in end-user computing, Microsoft technologies and enterprise IT environments.
• Experience with ITSM tools such as ServiceNow or ManageEngine.

Responsibilities

• Ensure high-quality support aligned to SLAs, KPIs and customer expectations.
• Drive service operations including incident and problem processes per ITIL.
• Oversee queue management, workload distribution and performance reporting.
• Analyse service data and ticket trends to identify root causes.
• Design and implement automation to reduce manual work and enhance UX.
• Act as escalation point for complex issues and major incidents.
• Present performance, insights and improvement plans through reports.

Skills

Communication skills

Organisational skills

Analytical thinking

Problem solving

Education

ITIL Certification

Tools

ServiceNow

ManageEngine

Job description

IT Service Delivery and Automation Specialist

We’re building the next generation of self-service passenger technology at airports. Do you want to see what you’ve built being used by millions of passengers at airports around the world - and know what’s going on under the hood to make all that tick? The team at Elenium Automation is bringing the future to airports and airlines and we are growing rapidly.

About the role

Based in our Head Office in Essendon Fields with hybrid working opportunities available, an excellent career opportunity exists for an IT Service Delivery and Automation Specialist who has a strong desire to contribute and participate in the exciting opportunities arising within a dynamic, technology business with growth and expansion plans.

Working collaboratively with key internal and external stakeholders, this position is responsible for driving the delivery and continuous improvement of airline technology services, driving a shift from reactive support to proactive, data-driven service delivery, leveraging automation and modern ITSM practices. The position focuses on ensuring seamless end‑user experiences, optimising service performance, and implementing scalable solutions that reduce manual effort and improve efficiency.

Some of the key responsibilities include:

• Ensure high-quality support aligned to SLAs, KPIs and customer expectations.
• Drive service operations including incident and problem processes in line with ITIL practices.
• Oversee queue management, workload distribution, and service performance reporting.
• Analyse service data and ticket trends to identify root causes and recurring issues.
• Design and implement automation solutions to reduce manual effort and improve user experience.
• Act as an escalation point for complex technical issues and critical incidents.
• Present service performance, insights, and improvement plans through reporting and reviews.

The successful applicant will be expected to participate in an on-call roster, with a daily allowance while rostered to be on-call.

To get an idea of one of our latest projects, check out the video below by Darwin Airport which features our work.

What Does Success Look Like In This Role

• Reduction in ticket volumes through automation and root cause resolution.
• Improved service performance, user satisfaction and SLA achievement.
• Increased adoption of self-service and streamlined processes.
• A highly capable, engaged, and continuously improving support team.
• Strong alignment between technology services and business outcomes.

Skills and experience

Experience

• Must be an Australian Citizen or have Permanent Residency.
• Must have an ITIL Certification
• 5+ years proven experience in IT Service Delivery, Workplace Technology or Service Management roles
• Strong technical background across end-user computing, Microsoft technologies and enterprise IT environments.
• Experience with ITSM tools such as ServiceNow, ManageEngine or similar.
• Proven ability to drive support teams, manage competing priorities and deliver outcomes in complex environments.

Skills:

• Strong verbal and written communication skills and an ability to maintain excellent relationships with a range of key stakeholders, to include key decision makers.
• Good organisational skills with an ability to plan and prioritise competing work requirements and work towards tight deadlines.
• Strong analytical and problem-solving skills with a high degree of attention to detail with the ability to turn data into actionable insights.
• Adaptable and able to work autonomously and in dynamic, fast paced team environment.
• Proactive and reactive problem solving skills with an ability to "think outside the box"

Bonus Points for the Following:

• Microsoft or other relevant technical certifications.

Benefits and perks:

• An attractive salary package.
• Ample free parking at our Essendon Fields office.
• Hybrid working arrangements.
• Novated vehicle leasing

We are offering an excellent career opportunity to contribute and participate, in a dynamic, growing, leading-edge technology business, with growth and expansion plans.

Elenium has a strong commitment to its people and their development and offers a fast paced, supportive team environment.

The successful candidate will be subject to a satisfactory police check prior to commencement.

To learn more about Elenium, visit our website at elenium.com