IT Service Delivery Lead

Transdev Australasia Pty Ltd; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

Transdev Australasia Pty Ltd seeks an IT Service Delivery Lead to drive day-to-day leadership of the IT Service Desk for 4,000 users across 80+ locations in Australasia. You will guide a team of Service Desk Analysts, improve incident response, and advance service maturity with ITIL-aligned practices.

You will prioritize customer-first delivery, monitor SLA performance, and collaborate with Infrastructure, Cyber, and Field Services teams to ensure smooth service rollout and continual improvement.

Qualifications

• Minimum 5 years' experience in IT service operations
• Proven experience leading a Service Desk or frontline team
• Strong knowledge of ITIL Incident, Problem, Request, and Change Management
• Experience with enterprise ITSM platforms such as ServiceNow or Jira Service Management
• Experience managing SLA performance and using service metrics to drive improvement
• Relevant IT qualifications or certifications highly regarded

Responsibilities

• Lead and coordinate daily Service Desk operations, ensuring consistent, high-quality support delivery.
• Coach, develop, and support a team of Service Desk Analysts to achieve strong service outcomes.
• Monitor ticket queues, backlogs, and SLA performance, taking action to address service risks.
• Act as the escalation point for complex, high-impact incidents and customer issues.
• Drive a customer-first culture focused on ownership, empathy, and professionalism.
• Strengthen ITIL-aligned Incident, Request, Problem, and Change Management practices.
• Champion service improvement initiatives, self-service capability, and shift-left support practices.
• Partner with Infrastructure, Application Support, Cyber, and Field Services teams to ensure seamless service delivery.
• Support project and technology rollouts by ensuring the Service Desk is operationally ready.
• Contribute to reporting, trend analysis, automation initiatives, and service performance improvements.
• Participate in an on-call rotating roster (approximately 1 week in every 4-6 week cycle).

Skills

Leadership

Communication

ITIL

Coaching

Stakeholder management

Education

IT qualifications or certifications

Tools

ServiceNow

Jira Service Management

Job description

At Transdev, we don't just move people—we empower communities. As a global leader in mobility solutions, we deliver safe, innovative, and sustainable transport services across Australasia. From buses and trains to ferries and light rail, our teams make a real difference to the lives of millions of passengers every year.

With over 100,000 employees worldwide, we are united by a shared mission to serve the common good through technology, innovation, and community-focused service.

Your impact

As our IT Service Delivery Lead, you will be responsible for the day-to-day leadership, performance, and continuous improvement of the IT Service Desk across Transdev ANZ. You'll lead a team of Service Desk Analysts and play a critical role in transforming the Service Desk from a reactive support function into a proactive, customer-focused, and continuously improving service capability.

Supporting approximately 4,000 users across 80+ locations, you'll help shape how employees experience IT while strengthening service maturity, operational excellence, and IT's reputation across the organisation.

Previous applicants need not apply.

What you'll do

• Lead and coordinate daily Service Desk operations, ensuring consistent, high-quality support delivery.
• Coach, develop, and support a team of Service Desk Analysts to achieve strong service outcomes.
• Monitor ticket queues, backlogs, and SLA performance, taking action to address service risks.
• Act as the escalation point for complex, high-impact incidents and customer issues.
• Drive a customer-first culture focused on ownership, empathy, and professionalism.
• Strengthen ITIL-aligned Incident, Request, Problem, and Change Management practices.
• Champion service improvement initiatives, self-service capability, and shift-left support practices.
• Partner with Infrastructure, Application Support, Cyber, and Field Services teams to ensure seamless service delivery.
• Support project and technology rollouts by ensuring the Service Desk is operationally ready.
• Contribute to reporting, trend analysis, automation initiatives, and service performance improvements.
• Participate in an on-call rotating roster (approximately 1 week in every 4-6 week cycle).

What you bring

• Minimum 5 years' experience in IT service operations, service management, or enterprise support environments.
• Previous experience leading or coordinating a Service Desk or frontline support team.
• Strong knowledge of ITIL-aligned Incident, Problem, Request, and Change Management processes.
• Experience with enterprise ITSM platforms such as ServiceNow or Jira Service Management.
• Experience managing SLA performance and using service metrics to drive improvement.
• Relevant IT qualifications or certifications highly regarded.

Skills & Attributes:

• Strong leadership skills with the ability to coach, motivate, and develop teams.
• Excellent communication skills and the ability to translate technical issues for non-technical audiences.
• Genuine customer-first mindset and passion for service excellence.
• Strong organisational, analytical, and problem-solving capabilities.
• Calm and effective under pressure, particularly during major incidents or escalations.
• Collaborative approach with a commitment to continuous improvement and knowledge sharing.

Make an Impact: Support critical technology services that keep public transport moving across Australasia.

Drive Transformation: Help mature IT service delivery, customer experience, and operational excellence.

Lead Great People: Develop and mentor a high-performing team in a collaborative environment.

Grow Your Career: Access opportunities across a global organisation committed to innovation and development.

Purpose-Driven Work: Use technology to improve services for employees, customers, and communities.

Diversity, equity & inclusion

At Transdev, we believe that diverse perspectives create stronger teams, drive innovation, and help us better serve the communities in which we operate.

We are proud to be an equal opportunity employer and welcome applications from people of all backgrounds, including First Nations Peoples, people with disabilities, LGBTQIA+ individuals, veterans, and people from culturally and linguistically diverse communities.

Our commitment to inclusion is reflected in our achievements. In 2026, Transdev was recognised as a Top 101 Employer for Women for the second consecutive year and achieved Silver Employer status in the Australian Workplace Equality Index (AWEI).

If you require adjustments during the recruitment process, please let us know—we're here to support you.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Passenger Transportation (Ground/Water) More than 10,000 employees

Transdev is a global leading public transport company. We have a team of over 5,300 employees working on our train, bus, ferry and light rail services across Australia and New Zealand.

With our partners in local government, public authorities and private companies, we deliver over 130 million passenger journeys every year on over 2,050 vehicles and vessels.

Our ambition is to be the trusted partner of our clients and customers by pioneering in mobility.

Globally, Transdev is a world leader in the operation of passenger transport services. Operating in 19 countries around the world, we have 83,000 employees and manage 43,000 vehicles.

Transdev is a global leading public transport company. We have a team of over 5,300 employees working on our train, bus, ferry and light rail services across Australia and New Zealand.

With our partners in local government, public authorities and private companies, we deliver over 130 million passenger journeys every year on over 2,050 vehicles and vessels.

Our ambition is to be the trusted partner of our clients and customers by pioneering in mobility.

Globally, Transdev is a world leader in the operation of passenger transport services. Operating in 19 countries around the world, we have 83,000 employees and manage 43,000 vehicles.