IT Service Delivery Lead — Transform Service Desk

Transdev; Melbourne; Presencial; AUD 120 000 - 160 000; Tempo integral

Resumo da oferta

Transdev is seeking an IT Service Delivery Lead to oversee the day-to-day operations of the IT Service Desk for ANZ, supporting ~4,000 users across 80+ locations. You will drive proactive service improvements, lead a team of analysts, and participate in an on-call rotation to ensure reliable, customer-focused IT support.

You will strengthen ITIL-aligned practices, report on performance, and partner with Infrastructure, Applications, Cyber, and Field Services to deliver seamless service across

Qualificações

• Minimum 5 years' experience in IT service operations or enterprise support.
• Experience leading or coordinating a Service Desk.
• Strong knowledge of ITIL-aligned Incident, Problem, Request, and Change Management.

Responsabilidades

• Lead and coordinate daily Service Desk operations with high-quality support.
• Coach and develop a team of Service Desk Analysts.
• Monitor queues, backlogs, and SLA performance; address risks.
• Act as escalation point for complex incidents.
• Drive a customer-first culture and continuous improvement.
• Collaborate with Infrastructure, Applications, Cyber, and Field Services teams.
• Support project rollouts by ensuring Service Desk is operationally ready.
• Contribute to reporting, trends, and automation initiatives.
• Participate in an on-call roster.

Conhecimentos

ITIL knowledge

Service Desk leadership

Coaching & mentoring

SLA management

ITSM platforms (ServiceNow, Jira)

Communication

Formação académica

IT certifications or related qualifications

Ferramentas

ServiceNow

Jira Service Management

Descrição da oferta de emprego

Transdev is seeking an IT Service Delivery Lead to oversee the day-to-day operations of the IT Service Desk for ANZ, supporting ~4,000 users across 80+ locations. You will drive proactive service improvements, lead a team of analysts, and participate in an on-call rotation to ensure reliable, customer-focused IT support.

You will strengthen ITIL-aligned practices, report on performance, and partner with Infrastructure, Applications, Cyber, and Field Services to deliver seamless service across