IT Service Delivery Lead – Proactive, Customer-First Support

Transdev Australasia; Melbourne; Sur place; AUD 130 000 - 170 000; Plein temps

Résumé du poste

Transdev Australasia is seeking an IT Service Delivery Lead in Melbourne to drive the day-to-day leadership, performance, and continuous improvement of the IT Service Desk across ANZ. You will lead a team of Service Desk Analysts and transform the service from reactive to proactive, customer-focused, and service-driven.

With approximately 4,000 users across 80+ locations, you will strengthen IT service maturity and operational excellence while contributing to reporting, automation, and on-call

Qualifications

• Minimum 5 years' experience in IT service operations or enterprise support.
• 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.

Responsabilités

• Lead and coordinate daily Service Desk operations, ensuring high-quality support delivery.
• Coach, develop, and support a team of Service Desk Analysts to achieve strong outcomes.
• Monitor ticket queues, backlogs, and SLA performance, taking action to address 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.
• 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).

Connaissances

IT service operations

Service Desk leadership

ITIL processes

ServiceNow

Jira Service Management

SLA management

Formation

Relevant IT qualifications or certifications

Outils

ServiceNow

Jira Service Management

Description du poste

Transdev Australasia is seeking an IT Service Delivery Lead in Melbourne to drive the day-to-day leadership, performance, and continuous improvement of the IT Service Desk across ANZ. You will lead a team of Service Desk Analysts and transform the service from reactive to proactive, customer-focused, and service-driven.

With approximately 4,000 users across 80+ locations, you will strengthen IT service maturity and operational excellence while contributing to reporting, automation, and on-call