IT Service Delivery & Automation Lead (Hybrid)

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

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.