IT Service Delivery Lead — Customer-Focused Ops Champion

Transdev Australia & New Zealand; Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Transdev Australia & New Zealand is seeking an IT Service Delivery Lead to guide the Service Desk across Australasia, driving proactive, customer-focused support. You will lead analysts, shape incident management and service improvements, and partner with cross-functional teams to ensure reliable IT service delivery across multiple locations.

You will influence service maturity, performance metrics, and on-call coordination while championing a culture of ownership and continuous improvement.

Qualifications

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

Responsibilities

• Lead and coordinate daily Service Desk operations with consistent, high-quality support.
• Coach and develop Service Desk Analysts to achieve strong outcomes.
• Monitor queues, backlogs, and SLA performance; address service risks.
• Act as escalation point for complex incidents and customer issues.
• Drive a customer-first culture with ownership, empathy and professionalism.
• Strengthen ITIL processes across Incident, Request, Problem and Change Management.
• Champion service improvement initiatives and self-service capability.
• Collaborate with Infrastructure, Application Support, Cyber, and Field Services teams to ensure seamless delivery.
• Support project rollouts by ensuring operational readiness of the Service Desk.
• Contribute to reporting, trend analysis and automation initiatives.
• Participate in on-call rotation.

Skills

Leadership

Communication

Customer-focused

Analytical thinking

Education

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Job description

Transdev Australia & New Zealand is seeking an IT Service Delivery Lead to guide the Service Desk across Australasia, driving proactive, customer-focused support. You will lead analysts, shape incident management and service improvements, and partner with cross-functional teams to ensure reliable IT service delivery across multiple locations.

You will influence service maturity, performance metrics, and on-call coordination while championing a culture of ownership and continuous improvement.