IT Service Delivery & Support Manager | Hybrid

Newcastle Greater Mutual Group; Gosford; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Fitness Passport

Corporate health insurance

Parental leave (18 weeks)

Hotel discounts

Flexible work arrangements

Employee referral program

Volunteer days

Recreational leave

Job summary

Newcastle Greater Mutual Group is seeking a Manager IT Support and Service Management to shape a reliable, responsive IT support and service delivery experience for our people. Based in Newcastle with hybrid work options, you will lead and develop a multi-layered team, drive continuous improvement, and align services with business needs.

Reporting to the Head of Enterprise Services, you will strengthen the service desk, implement ITIL practices, and use automation and AI to enhance end‑user

Qualifications

• 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 developing and improving service management processes.
• Strong people leadership capability, with experience leading through others, developing teams, and driving improved performance.
• Forward-thinking, improvement-focused mindset, with the ability to translate emerging technology and service trends into practical improvements.
• Experience using automation, AI, self-service, and service management improvements to enhance efficiency and the end-user experience.
• Strong analytical skills, using service data and performance measures to identify opportunities, set priorities, and demonstrate improvement.
• Confidence engaging with senior leaders, business stakeholders, Technology teams, suppliers, and partners to deliver agreed service outcomes.
• Strong commercial acumen, including experience managing budgets, suppliers, and service agreements.
• Banking or financial services experience will be highly regarded, but is not essential.

Responsibilities

• Deliver responsive service desk and first-level support that meets agreed service levels and customer service standards.
• Maintain effective ITIL-aligned incident, request, problem, and change management practices.
• Build team capability through coaching, development, and capacity planning to meet service commitments.
• Improve service desk efficiency and end-user experience through automation, AI, self-service, and continuous improvement.
• Use service performance reporting and measures to identify gaps, prioritise improvements, and demonstrate progress and value.
• Stay across emerging technology and service management trends, identifying opportunities to evolve how support is delivered.
• Partner with Technology Service Leads and business stakeholders to understand requirements, resolve issues, and improve service outcomes.
• Maintain secure, compliant support services and effectively manage service-related risks.
• Manage suppliers and partners to deliver agreed service quality, performance, and value.

Skills

IT service delivery

People leadership

Stakeholder engagement

Automation & AI

Service improvement

Budget management

Financial services knowledge

Education

Degree in IT/Business

Job description

Newcastle Greater Mutual Group is seeking a Manager IT Support and Service Management to shape a reliable, responsive IT support and service delivery experience for our people. Based in Newcastle with hybrid work options, you will lead and develop a multi-layered team, drive continuous improvement, and align services with business needs.

Reporting to the Head of Enterprise Services, you will strengthen the service desk, implement ITIL practices, and use automation and AI to enhance end‑user