IT Service Delivery Manager – Hybrid Role

Newcastle Greater Mutual Group; Newcastle, Maitland; Hybride; AUD 160 000 - 210 000; Plein temps

Avantages offerts par ce poste

Health & wellbeing programs

Corporate health insurance

Annual flu vaccinations

Hotel discounts

Flexible work arrangements

18 weeks parental leave

Recognition programs

Employee referral program

Volunteer days

Résumé du poste

Newcastle Greater Mutual Group seeks an experienced Manager IT Support and Service Management to lead a multi-layered IT service delivery team in Newcastle. You will drive service desk capability, ITIL processes, and a data-driven approach to improve end-user experience.

You will partner with Technology Leads and stakeholders to align services with business needs, while leveraging automation, AI, and self-service to continually enhance outcomes.

Qualifications

• Requires a degree or higher qualification in a computer-related or business-related discipline.
• Senior-level experience leading IT service delivery, service desk, and support teams within a complex organisation.
• Advanced knowledge of ITIL incident, problem, and change management, with experience improving service management processes.
• Strong people leadership capability with track record of developing teams and raising performance.
• Forward-thinking mindset with ability to translate emerging tech trends into practical improvements.
• Experience using automation, AI, and self-service to enhance efficiency and end-user experience.
• Strong analytical skills with use of service data and performance measures to drive improvements.
• Confident engaging with senior leaders, technology teams, suppliers, and partners to deliver service outcomes.
• Strong commercial acumen including budgeting, suppliers, and service agreements.
• Banking or financial services experience will be highly regarded.

Responsabilités

• Deliver a reliable, responsive service desk that meets service levels and customer standards.
• Maintain ITIL-aligned incident, request, problem, and change management practices.
• Build team capability through coaching, development, and capacity planning.
• Improve service desk efficiency through automation, AI, self-service, and continuous improvement.
• Use service performance reporting to identify gaps, prioritise improvements, and demonstrate value.
• Stay across emerging technology and service management trends to evolve support delivery.
• Collaborate with Technology Leads and stakeholders to understand requirements and resolve issues.
• Maintain secure, compliant support services and manage service-related risks.
• Manage suppliers and partners to deliver quality, performance, and value.

Connaissances

IT service delivery

ITIL practices

People leadership

Automation & AI

Data-driven decisions

Senior stakeholder engagement

Budget & supplier management

Business acumen

Banking/financial services experience

Formation

Bachelor's degree or higher in computer/business discipline

Description du poste

Newcastle Greater Mutual Group seeks an experienced Manager IT Support and Service Management to lead a multi-layered IT service delivery team in Newcastle. You will drive service desk capability, ITIL processes, and a data-driven approach to improve end-user experience.

You will partner with Technology Leads and stakeholders to align services with business needs, while leveraging automation, AI, and self-service to continually enhance outcomes.