IT Service Delivery Lead - Flexible, Impactful

Lismore City Council; Lismore; On-site; AUD 108,000 - 124,000; Full time

Benefits offered by this job

Flexible work options

Health & Wellbeing programs

Training opportunities

Job summary

Lismore City Council is seeking a Service Delivery Lead to join our Technology and Innovation team as the primary ICT support contact across Council. You will lead the Technology Support team, drive ITIL service desk improvements, and ensure requests are prioritised, coordinated, and resolved with a customer-focused approach.

In this role you will build strong relationships with stakeholders, influence service priorities across multiple technology teams, and contribute to ongoing improvement

Qualifications

• Tertiary qualifications in IT, Business or related field.
• Proven experience leading a service delivery or customer support team.
• Expertise in IT service management platforms and service desk operations.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Lead a high-performing Technology Support team to provide responsive, customer-focused technology services across the organisation.
• Drive service excellence through effective management of support demand, service desk operations, ITIL processes, and continuous improvement initiatives.
• Build trusted relationships with stakeholders across Council, acting as a key partner and advocate for technology services and support.
• Deliver meaningful service metrics, reporting, and insights that inform decision-making, improve performance, and enhance the customer experience.
• Champion a culture of accountability, collaboration, and innovation, identifying opportunities to streamline processes and improve end-to-end service delivery.

Skills

Communication

Negotiation

Stakeholder management

Analytical thinking

Problem solving

Education

Bachelor's degree in Information Technology or related field

Tools

Freshservice ITIL

Job description

Our vision is powered by a deep commitment to enhancing the quality of services we offer to our community. Today, Lismore is flourishing, and it's the perfect time for those who live, work, and play here to embrace and celebrate everything that makes Lismore so special.

We warmly welcome individuals who bring fresh perspectives and unique skills, helping to enrich our collective vision for a vibrant and thriving community.

Shape your future. Serve your Community. Belong to something bigger.

About this Position:

Are you passionate about delivering exceptional technology support and customer service? We are seeking a Service Delivery Lead to join our Technology and Innovation team and act as the primary point of contact for ICT support across Council. Reporting to the Manager Technology and Innovation, you will lead the Technology Support team, drive continuous improvement of our Freshservice ITIL service desk platform, and ensure technology support requests are effectively prioritised, coordinated and resolved. You will play a key role in enhancing the employee experience by building strong relationships across the organisation and ensuring a customer-focused approach to service delivery.

Working collaboratively with the Technology Operations Lead and Business Systems Lead, you will help coordinate timely and effective support outcomes while influencing service priorities across multiple technology teams. This role is ideal for a proactive and adaptable leader with strong communication, negotiation and stakeholder management skills who thrives in a fast-paced environment. As part of a multi-skilled and agile team, you will contribute to continuous improvement initiatives and support broader organisational priorities when required.

What We can offer you:

• Flexible work options working within operational requirements.
• Employee Assistance and Health & Wellbeing Programs.
• Training and development opportunities.

What we trust you to deliver:

• Lead a high-performing Technology Support team to provide responsive, customer-focused technology services across the organisation.
• Drive service excellence through effective management of support demand, service desk operations, ITIL processes, and continuous improvement initiatives.
• Build trusted relationships with stakeholders across Council, acting as a key partner and advocate for technology services and support.
• Deliver meaningful service metrics, reporting, and insights that inform decision-making, improve performance, and enhance the customer experience.
• Champion a culture of accountability, collaboration, and innovation, identifying opportunities to streamline processes and improve end-to-end service delivery.

What you will need to be successful:

• Tertiary qualifications in Information Technology, Business or related field
• Proven experience leading a service delivery or customer support team, with a strong focus on service excellence and stakeholder satisfaction.
• Demonstrated expertise in IT service management platforms and service desk operations, including workflow management, reporting, and continuous improvement.
• Strong analytical and problem-solving skills, with the ability to make sound decisions and manage competing priorities in a fast-paced environment.
• Excellent communication and stakeholder engagement skills, with experience presenting service performance insights and recommendations to senior leaders.

Full Time:70 hours a fortnight

Salary: A salary range from $107,605.00 to $123,746.00 per annum + 12% Superannuation

Contact: If you want to know more about this opportunity, please contact Peter Nelson, Manager Technology and Innovation, on 02 6625 0***.

Considering relocating for this opportunity?

Relocation support is available throughThe Welcome Experience, a NSW Government initiative assisting individuals and families moving to regional areas click thelinkto find out more.

Conditions of Employment: Conditions of employment are in the Local Government (State) Award and relevant Council policy, procedures and agreements

Pre-employment Screening: Prior to employment, there will be a series of pre-employment checks that will include health assessments (such as functional fitness, audio, chest x-ray, spirometry, drug testing), validation of right to work in Australia, validation of qualifications and licences, criminal history checks, psychometric assessments and referee checks.

We care about people as individuals and are committed to diversity, inclusion, and new ways of working. We encourage applications from people of any age, gender, ethnicity, cultural background, faith, disability, sexual orientation or gender identity.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .