IT Service Delivery Manager - Flexible, Impactful, Resilient

RAC WA; Western Australia; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Free Roadside Assistance

25% discount on insurances

Fitness Passport access

Job summary

RAC WA is seeking a Service Delivery Manager to lead ITSM governance, operational resilience and performance reporting for members and employees across Western Australia.

You will shape the ITSM framework, oversee CMDB accuracy, major incident management and risk/compliance activities, and drive continuous improvement through automation and AI-enabled capabilities with cross-functional partners including Cyber Security, Risk and Operations.

Qualifications

• Experience leading ITSM in large, complex organisations with governance.
• Proven Major Incident Management, resilience, risk and compliance in regulated environments.
• Leads high-performing teams and influences senior stakeholders.
• Strong ITIL knowledge with relevant certifications.
• Experience delivering automation and AI-enabled improvements.
• Proficient in metrics, dashboards and executive reporting.
• Familiar with Jira Service Management and Confluence.

Responsibilities

• Lead and continually enhance RAC’s ITSM framework with scalable, compliant policies.
• Lead ITSM Process Specialists and Technical Writing to drive maturity and knowledge management.
• Govern CMDB integrity to support incident management and decision-making.
• Ensure CPS230 compliance through governance, controls and reporting.
• Lead Major Incident Management with effective communication and post-incident reviews.
• Drive continuous improvement via automation and AI-enabled capabilities.
• Develop service management strategy, roadmaps, tooling, metrics and governance partnerships.

Skills

ITSM leadership

Governance

Incident management

Analytics

Automation

Stakeholder management

Education

ITIL certification

Bachelor’s degree or equivalent

Tools

Jira Service Management

Confluence

Job description

RAC WA is seeking a Service Delivery Manager to lead ITSM governance, operational resilience and performance reporting for members and employees across Western Australia.

You will shape the ITSM framework, oversee CMDB accuracy, major incident management and risk/compliance activities, and drive continuous improvement through automation and AI-enabled capabilities with cross-functional partners including Cyber Security, Risk and Operations.