IT Service Delivery Lead - SLA & Incident Excellence

SICE

Melbourne

On-site

AUD 120,000 - 180,000

Full time

2 days ago

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Benefits offered by this job

Up to 3 additional leave days per year

Learning platform access

Novated leasing

Wellbeing support through EAP

Job summary

SICE ANZ is seeking a Service Delivery Manager to ensure effective IT and operational support delivery to clients and end users. You will guide the delivery team to meet service levels, engage with stakeholders, and drive continuous improvement across service support and delivery functions.

In this stakeholder-facing role, you will oversee SLAs, incident management, change management and service improvements while coordinating with internal and external teams to ensure contractual commitments

Qualifications

ITIL v4 certification or equivalent is required.
Proven leadership or coordination role in IT service delivery.
Experience managing client relationships and service expectations across environments.
Experience with integrated operational systems and critical infrastructure.

Responsibilities

Maintain a high performing Service Support function aligned with ITIL and standards.
Own Incident, Request, Change, Service Improvement and Escalation processes.
Oversee Major Incidents with effective communication and post-incident reviews.
Manage SLAs in consultation with stakeholders and ensure targets are met.
Coordinate minor projects, quotes and liaise with clients and internal teams.
Track contract financials including resource costs and third party expenses.