IT Service Delivery Lead

Teachers Mutual Bank; Sydney; On-site; AUD 130,000 - 190,000; Full time

Job summary

Teachers Mutual Bank Limited is seeking an experienced IT Service Delivery Lead to join the Information Services team in Sydney. You will oversee service performance, SLAs, capacity planning, governance, and continual improvement across a portfolio of critical technology services.

You will collaborate with internal stakeholders, business leaders, and external vendors to ensure reliable, cost-effective services that align with business and technology strategies.

Qualifications

• ITIL v4 Foundation certification is required.
• 5+ years in IT Service Delivery or related leadership roles.
• Strong ITIL practices knowledge (Incident, Problem, Change, Asset Management).
• Experience managing technology vendors and service providers.
• Proven ability to monitor service performance and generate analytics.
• Risk management and regulatory compliance experience.
• Excellent stakeholder engagement and influencing skills.
• Ability to identify opportunities for continual improvement.

Responsibilities

• Act as primary escalation point for business stakeholders.
• Monitor and report on service performance, SLAs, and operational metrics.
• Partner with vendors to ensure compliant, high-quality delivery.
• Support capacity, availability, and performance planning.
• Drive continual service improvement initiatives.
• Ensure governance, risk, and compliance obligations are met.
• Lead major incident management processes.
• Contribute to demand, design, and transition activities.

Skills

ITIL v4 Foundation

IT Service Delivery

ITIL practices

Vendor Management

Stakeholder Engagement

Service Performance Reporting

Capacity Planning

Governance & Compliance

Education

Bachelor's degree in IT or related

Advanced ITIL certifications

Job description

Drive service excellence through strategic IT service delivery, stakeholder engagement, and continuous improvement.

About the Role At Teachers Mutual Bank Limited, we're looking for an experienced IT Service Delivery Lead to join our Information Services team in Sydney. This is a key role within our Service Integration & Operations function, responsible for ensuring technology services deliver measurable business value, remain cost-effective, and align with both business and technology strategies. Working closely with internal stakeholders, business leaders, and external vendors, you'll oversee service performance, service level management, capacity planning, governance, continual improvement initiatives, and vendor relationships to ensure reliable and efficient technology services across the organisation.

What You'll Do

• Lead service delivery excellence across a portfolio of critical technology services.
• Manage stakeholder and vendor relationships to ensure service performance and contractual obligations are met.
• Drive continuous improvement initiatives, service optimisation, and ITIL best practices.

Key Responsibilities

• Act as the primary escalation point for business stakeholders and build strong partnership-focused relationships.
• Monitor and report on service performance, service levels, and operational metrics.
• Partner with vendors and service providers to ensure effective service delivery and compliance with contractual agreements.
• Support capacity, availability, and performance management activities to meet current and future business needs.
• Drive continual service improvement initiatives that enhance service quality, efficiency, and customer experience.
• Ensure governance, risk, and compliance obligations are met across the service portfolio.
• Lead major incident management processes and support the maturity of ITIL service management practices.
• Contribute to demand management, service design, and service transition activities.

About You

You are a proactive and customer-focused service management professional with strong experience leading IT service delivery in complex environments. You thrive on building relationships, solving problems, and driving improvements that deliver meaningful business outcomes.

To Be Successful, You'll Bring

• ITIL v4 Foundation certification (Advanced ITIL certifications highly regarded).
• 5+ years' experience in IT Service Delivery, Service Management, or related leadership roles.
• Strong understanding of ITIL practices, including Incident, Problem, Change, Request, Configuration, and Asset Management.
• Experience managing technology vendors and service providers.
• Demonstrated capability in service level management, reporting, and operational analytics.
• Strong risk management and regulatory compliance knowledge.
• Excellent stakeholder engagement and influencing skills.
• Proven ability to identify opportunities and lead continuous service improvement initiatives.
• Strong analytical, problem-solving, and decision-making capabilities.

Desirable

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline.
• Advanced ITIL certifications, such as ITIL 4 Managing Professional or Strategic Leader.

Why Join Us?

At Teachers Mutual Bank Limited, we're committed to creating a workplace where our people can thrive while making a meaningful impact for our members. You'll be part of a purpose-driven organisation that values collaboration, innovation, and continuous improvement. Our values of Passion, Advocacy, and Sustainability guide everything we do, and we're proud to support an inclusive and flexible workplace where everyone can succeed.