IT Service Delivery Lead | SLAs, Incidents & Improvements

SICE Pty Ltd; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Extra leave days

Learning platform access

Novated leasing

EAP wellbeing support

Job summary

SICE ANZ is seeking a Service Delivery Manager in Melbourne to lead IT and operational support delivering services per contractual commitments. You will guide the delivery team, manage SLA performance, and coordinate cross-functional stakeholders across internal and client teams.

The role emphasizes incident and change leadership, governance, and continuous improvement, with a focus on building strong client relationships, overseeing vendors, and producing clear service performance reports.

Qualifications

• 5+ years in IT Service Management or Operations with leadership experience.
• Experience coordinating service operations across multiple systems.
• Proven ability to manage client relationships and service expectations.
• Experience with ITS or critical infrastructure environments.
• Strong documentation of processes and performance reports.

Responsibilities

• Maintain a high performing Service Support function aligned with ITIL standards.
• Own Incident, Request, Change, and Service Improvement processes to ensure quality and timeliness.
• Oversee Major Incidents with effective communication and post-incident reviews.
• Coordinate day-to-day operations to maintain service performance.
• Develop and monitor SLAs in line with contractual objectives.
• Identify and deliver service improvement initiatives.
• Coordinate minor projects with quotes and stakeholder liaison.
• Track and manage contract financials and forecast budgets.

Skills

ITIL v4

Incident management

Change management

Vendor management

Client relationships

Leadership

IT Service Management

ITSM tools

Education

IT degree

ITIL certification

Tools

JIRA/Confluence

ServiceNow

Job description

SICE ANZ is seeking a Service Delivery Manager in Melbourne to lead IT and operational support delivering services per contractual commitments. You will guide the delivery team, manage SLA performance, and coordinate cross-functional stakeholders across internal and client teams.

The role emphasizes incident and change leadership, governance, and continuous improvement, with a focus on building strong client relationships, overseeing vendors, and producing clear service performance reports.