IT Service Delivery Lead — Drive Excellence & Impact

Teachers Mutual Bank Limited; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Teachers Mutual Bank Limited is seeking an experienced IT Service Delivery Lead to join the Information Services team in Sydney. The role focuses on delivering measurable business value through effective service delivery, governance, and continuous improvement.

You'll oversee service performance, SLAs, capacity planning, vendor relationships, and ITIL-aligned processes to ensure reliable technology services across the organisation.

Qualifications

• ITIL v4 Foundation certification required.
• 5+ years in IT service delivery or related leadership roles.
• Strong understanding of ITIL practices: Incident, Problem, Change, Request, Configuration, and Asset Management.
• Experience managing technology vendors and service providers.
• Strong reporting and operational analytics capabilities.
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related discipline.

Responsibilities

• Lead service delivery across a portfolio of critical technology services.
• Manage stakeholder and vendor relationships to ensure service performance and contractual obligations.
• Drive continual service improvement initiatives and ITIL-based service optimisation.
• Act as the primary escalation point for business stakeholders and build strong partnerships.
• Monitor and report on service performance, service levels, and operational metrics.
• Partner with vendors to ensure effective service delivery and compliance with contracts.
• Support capacity, availability, and performance management to meet business needs.
• Lead major incident management and mature ITIL practices across the portfolio.
• Contribute to demand management, service design, and service transition activities.

Skills

ITIL v4 Foundation

Vendor management

Service level management

Stakeholder engagement

Analytical & problem-solving

Continuous service improvement

Regulatory compliance knowledge

Reporting & analytics

Education

Bachelor's degree

Advanced ITIL certifications

Job description

Teachers Mutual Bank Limited is seeking an experienced IT Service Delivery Lead to join the Information Services team in Sydney. The role focuses on delivering measurable business value through effective service delivery, governance, and continuous improvement.

You'll oversee service performance, SLAs, capacity planning, vendor relationships, and ITIL-aligned processes to ensure reliable technology services across the organisation.