IT Service Delivery Lead — Transformation & Service Desk

Sunnyfield; Sydney; Híbrido; AUD 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid working options

Salary packaging

Free confidential counselling 24/7

Fitness Passport access

Resumo da oferta

Sunnyfield in Sydney seeks an experienced Service Delivery Manager to lead a major IT service transformation and establish an in-house Service Desk delivering reliable, customer-focused technology services across the organisation.

You will lead the transition from an external MSP to an internal model, build capability, improve service experiences and support employees, with a focus on high-quality support and continuous improvement.

Qualificações

• Demonstrated experience leading enterprise IT Service Delivery/Service Desk/End User Computing functions.
• Experience managing service transitions, knowledge transfer and operational readiness.
• Strong leadership with coaching and developing high-performing teams.
• Solid ITIL-aligned service management knowledge (incidents, problems, changes, SLAs).

Responsabilidades

• Lead the day-to-day operation of Sunnyfield's internal Service Desk, ensuring high-quality support and service outcomes.
• Build, develop and lead a customer-focused Service Desk team.
• Manage incidents, service requests, escalations and major incidents with strong customer communication.
• Lead the transition from MSP to internal operating model, including knowledge transfer and operational readiness.
• Establish and optimise service catalogs, workflows, knowledge bases, dashboards and self-service capabilities.
• Manage technology vendors and service providers to ensure value, accountability and strong service outcomes.
• Drive continuous improvement initiatives that enhance service quality, efficiency and user experience.

Conhecimentos

IT Service Delivery

Service Desk

End User Computing

ITIL

Leadership

Stakeholder Management

Change Management

Formação académica

Bachelor's degree in IT or related field

Ferramentas

Jira Service Management

ServiceNow

Microsoft 365

Endpoint Management

Identity & Access Management

Descrição da oferta de emprego

Sunnyfield in Sydney seeks an experienced Service Delivery Manager to lead a major IT service transformation and establish an in-house Service Desk delivering reliable, customer-focused technology services across the organisation.

You will lead the transition from an external MSP to an internal model, build capability, improve service experiences and support employees, with a focus on high-quality support and continuous improvement.