IT Service Delivery Lead - Transform & Elevate Service Desk

Sunnyfield; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working options

Salary packaging

Counselling services

Fitness Passport access

Job summary

Sunnyfield is seeking a Service Delivery Manager to lead our IT service transformation as we move from an MSP to an in-house model. You will shape the Service Desk, build capability and deliver reliable, customer-focused technology services across the organisation.

You will manage incidents, transitions, and vendor relationships, driving continuous improvement and ensuring strong service outcomes. Hybrid working options and a values-led environment await the right leader.

Qualifications

• Experience leading enterprise IT Service Delivery or Service Desk teams.
• Experience with service transitions and knowledge transfer.
• Strong leadership with coaching and developing teams.
• Knowledge of ITIL-aligned service management practices.
• Experience with Jira Service Management or ServiceNow.
• Strong knowledge of Microsoft 365 and enterprise tech.
• Excellent stakeholder management and communication.
• Experience transitioning IT services from outsourced to in-house.

Responsibilities

• Oversee day-to-day operation of the internal Service Desk.
• Build and lead a customer-focused Service Desk team.
• Manage incidents, requests, escalations and major incidents with clear communication.
• Lead transition of IT support from MSP to internal operating model.
• Establish service catalogues, workflows, knowledge bases, dashboards and self-service.
• Manage technology vendors to ensure value and accountability.
• Drive continuous improvement of service quality and user experience.

Skills

Leadership

Stakeholder management

Communication

Change management

ITIL practices

Education

Tertiary IT/Business degree

ITIL certification

Tools

Jira Service Management

ServiceNow

Microsoft 365

Endpoint management

Identity & access

Job description

Sunnyfield is seeking a Service Delivery Manager to lead our IT service transformation as we move from an MSP to an in-house model. You will shape the Service Desk, build capability and deliver reliable, customer-focused technology services across the organisation.

You will manage incidents, transitions, and vendor relationships, driving continuous improvement and ensuring strong service outcomes. Hybrid working options and a values-led environment await the right leader.