It Service Delivery Coordinator

Link Group; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible and Hybrid Working

Parental Leave

Employee Discounts

Learning & Development

Employee Assistance Program

Job summary

MUFG Pension & Market Services is seeking an experienced IT Service Delivery Coordinator to support our Technology & Operations function in delivering excellent IT services across the business. The role involves collaborating with IT Service Delivery Manager, enhancing service management processes and acting as the link between business users and IT teams to ensure customer-focused outcomes.

The role is full-time and based in Parramatta, NSW, contributing to service delivery excellence and

Qualifications

• Minimum 5 years in IT Service Delivery within a financial services organisation.
• Experience engaging large vendors or clients with both onshore and offshore operations.
• Ability to build strong customer relationships and deliver customer-centric solutions.
• Strong planning and prioritization to meet commitments.
• Holding self and others accountable to meet commitments.
• Developing and delivering clear communication to diverse audiences.

Responsibilities

• Support the delivery of IT services and initiatives across the organisation.
• Oversee system access, incident resolution, and service communications end-to-end.
• Act as the primary escalation point for IT services and maintain client relationships.
• Analyse root-cause trends in IT incidents and contribute to improvement plans.
• Develop and maintain documentation, knowledge base articles, and SLA reporting.
• Partner with internal teams to ensure timely, high-quality service delivery.
• Support risk management, governance and continuous improvement practices.
• Represent the Technology team as a trusted advisor to reflect business needs in IT ops.
• Serve as a primary escalation contact for IT services for clients and drive satisfaction.
• Attend Incident & Problem Management meetings and communicate with clients.
• Review and rationalise how IT risks, incidents, and issues are handled across systems.

Skills

IT Service Delivery

Vendor management

Customer relationships

Project planning

Accountability

Stakeholder communication

Team collaboration

Incident ownership

Job description

About the role

We’re seeking an experienced IT Service Delivery Coordinator to support our Technology & Operations function in delivering exceptional IT services across the business. This role is ideal for someone who thrives in a fast-paced environment, enjoys working across multiple teams, and takes pride in driving service delivery excellence.

As the IT Service Delivery Coordinator, you’ll work closely with the IT Service Delivery Manager to enhance our service management framework and processes. You’ll be the vital link between our business users and IT teams – ensuring technology initiatives align with business needs while championing a customer-first approach.

• Full time permanent role
• Role to be based with Parramatta

Key Accountabilities and main responsibilities

• Support the delivery of IT services and initiatives across the organisation.
• Oversee system access, incident resolution, and service communications from end to end.
• Act as the primary escalation point for IT services, maintaining strong client relationships and service satisfaction.
• Analyse and identify root cause trends in IT incidents, contributing to improvement plans.
• Develop and maintain documentation, knowledge base articles, and SLA reporting.
• Partner with internal teams to ensure timely, high-quality service delivery.
• Support the implementation of risk management, governance, and continuous improvement practices.
• Represent the Technology team as a trusted advisor, ensuring business needs are reflected in IT operations and strategy.
• Operate as a primary escalation point of contact for IT services for clients, aiming to maintain and improve client satisfaction.
• Attend Incident & Problem Management meetings/calls as required and support communication with clients.
• Review and rationalize how IT risks, incidents, and issues are handled across various systems

What You'll bring:

• Min 5 years of relevant experience in IT Service Delivery in a financial services organisation
• Experience in engaging with large vendors or clients, with both onshore and offshore operations, to achieve organizational objectives and manage competing priorities.
• Ability to build strong customer relationships and deliver customer-centric solutions.
• Planning and prioritizing work to meet commitments aligned with organizational goals.
• Holding self and others accountable to meet commitments.
• Providing direction, delegating, and removing obstacles to get work done.
• Developing and delivering communication adapted to meet the needs of different audiences.
• Using feedback and reflection to gain productive insight into personal strengths and weaknesses.
• The resource will have to coordinate across multiple teams and hence being a team player is a must for this role
• Exhibit end to end ownership of incidents to drive them to successful closure

Some of our Employment Benefits

• Flexible and Hybrid Working - enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
• Employee discounts - Access discounted rates and offers from a variety of providers including Bupa and Microsoft!

Culture at MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening including police and employment history checks prior to commencement of employment.