IT Service Transformation Lead (Hybrid)

Sunnyfield Disbility Services; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Hybrid working

Salary packaging

Free confidential counselling

Fitness Passport access

Job summary

Sunnyfield is seeking a Service Delivery Manager to lead a major IT transformation and establish an in-house Service Desk that delivers reliable, customer-centric technology services across the organisation.

You will oversee the transition from MSP to internal support, build capability, and drive continuous improvement while partnering with stakeholders across Sunnyfield to enhance service experiences for employees and clients.

Qualifications

• Experience leading an enterprise IT Service Desk or End User Computing function.
• Proven ability to manage service transitions and knowledge transfer.
• ITIL-aligned service management with incident, problem, change and SLAs.

Responsibilities

• Lead the day-to-day operation of Sunnyfield's internal Service Desk.
• Oversee transition from MSP to internal support model.
• Develop service catalogs, workflows, and self-service capabilities.
• Manage vendors and service providers to ensure value and accountability.

Skills

Leadership

ITIL

Stakeholder management

ServiceNow

Jira Service Management

Microsoft 365

Endpoint management

Change management

Incident management

Knowledge transfer

Vendor management

Education

Tertiary qualifications in IT/Business

Tools

Jira Service Management

ServiceNow

Job description

Sunnyfield is seeking a Service Delivery Manager to lead a major IT transformation and establish an in-house Service Desk that delivers reliable, customer-centric technology services across the organisation.

You will oversee the transition from MSP to internal support, build capability, and drive continuous improvement while partnering with stakeholders across Sunnyfield to enhance service experiences for employees and clients.