IT Service Delivery Lead

Transdev; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

Transdev is seeking an IT Service Delivery Lead to oversee the day-to-day operations of the IT Service Desk for ANZ, supporting ~4,000 users across 80+ locations. You will drive proactive service improvements, lead a team of analysts, and participate in an on-call rotation to ensure reliable, customer-focused IT support.

You will strengthen ITIL-aligned practices, report on performance, and partner with Infrastructure, Applications, Cyber, and Field Services to deliver seamless service across

Qualifications

• Minimum 5 years' experience in IT service operations or enterprise support.
• Experience leading or coordinating a Service Desk.
• Strong knowledge of ITIL-aligned Incident, Problem, Request, and Change Management.

Responsibilities

• Lead and coordinate daily Service Desk operations with high-quality support.
• Coach and develop a team of Service Desk Analysts.
• Monitor queues, backlogs, and SLA performance; address risks.
• Act as escalation point for complex incidents.
• Drive a customer-first culture and continuous improvement.
• Collaborate with Infrastructure, Applications, Cyber, and Field Services teams.
• Support project rollouts by ensuring Service Desk is operationally ready.
• Contribute to reporting, trends, and automation initiatives.
• Participate in an on-call roster.

Skills

ITIL knowledge

Service Desk leadership

Coaching & mentoring

SLA management

ITSM platforms (ServiceNow, Jira)

Communication

Education

IT certifications or related qualifications

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.

Applications may close ahead of advertised date if a high volume of applications is received.