Multi-Site IT Service Delivery Lead

Explorers Early Learning Group; City of Melbourne; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Professional Learning & Development

Annual Explorers Awards Night

Exclusive Employee Retail Discount

Job summary

Explorers Early Learning Group is seeking an IT Service Delivery Manager to oversee reliable and secure IT services across our Melbourne-centred network and Support Office. You will lead a small IT team, translate technical issues for stakeholders, and partner with vendors to ensure service levels meet our educators, centre teams, and corporate needs.

You will drive continuous improvement, manage incident and change processes, and ensure IT assets and security controls support daily operations

Qualifications

• Experience leading IT service delivery or IT operations, owning outcomes end to end.
• Experience supporting a multi-site or distributed organisation across multiple centres.
• Experience managing external vendors, contracts and software licensing.
• Strong working knowledge of ITSM practices (incident, problem and change) and service level reporting.
• Solid understanding of IT security fundamentals and data protection obligations.
• Bachelor's degree in information technology or equivalent hands-on experience; ITIL Foundation certification preferred.

Responsibilities

• Own IT service delivery across all Explorers centres and our Support Office, including the helpdesk, incident, request, problem and change management functions.
• Set and report against service levels, response and resolution times, system availability and ticket backlog, while driving down recurring issues.
• Lead, coach and develop a small IT support team, setting clear priorities and building a responsive, customer focused service culture.
• Manage relationships with IT vendors, managed service providers, telecoms and software suppliers, including contracts, licensing and SLA performance.
• Maintain operational oversight of core business systems (including childcare management and HR/payroll platforms), IT assets, and endpoint security controls.
• Own technology readiness for new centre openings against agreed checklists and dates - supporting Explorers' continued growth across Melbourne.
• Identify and lead continuous improvement initiatives that reduce manual processes, recurring incidents and unnecessary technology costs.

Skills

IT service delivery

Vendor management

People leadership

ITSM

Security fundamentals

Education

Bachelor's degree in IT

Job description

Explorers Early Learning Group is seeking an IT Service Delivery Manager to oversee reliable and secure IT services across our Melbourne-centred network and Support Office. You will lead a small IT team, translate technical issues for stakeholders, and partner with vendors to ensure service levels meet our educators, centre teams, and corporate needs.

You will drive continuous improvement, manage incident and change processes, and ensure IT assets and security controls support daily operations