Senior IT Service Delivery Lead — AI-Driven, Regulated

Novigi; Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Novigi is seeking an IT Service Delivery Manager to lead the Modern Workplace managed services portfolio for clients, many in regulated financial services. You will own the service management practice end-to-end, drive automation, and ensure audit readiness with strong emphasis on security and client value.

You will manage a team of service desk and delivery engineers, report into senior stakeholders and partner with platform, security and architecture teams to deliver stable, compliant services.

Qualifications

• ITIL 4 certification with practical application in service delivery.
• Proven track record owning SLAs and service outcomes for external clients.
• Hands-on experience with ConnectWise PSA, RMM and reporting tools.

Responsibilities

• Lead service desk for 10 direct reports, setting priorities and coaching.
• Oversee incident, request, problem and change processes end-to-end.
• Chair regular service reviews with clients using data-driven insights.

Skills

Stakeholder Management

Communication

Business Acumen

Leadership

AI and automation

Client advisory

Education

ITIL 4 certification

Experience in IT Managed Support Services or regulated financial services

Tools

ConnectWise PSA

ConnectWise RMM

BrightGauge

Microsoft 365

Azure

Entra ID

Intune

Job description

Novigi is seeking an IT Service Delivery Manager to lead the Modern Workplace managed services portfolio for clients, many in regulated financial services. You will own the service management practice end-to-end, drive automation, and ensure audit readiness with strong emphasis on security and client value.

You will manage a team of service desk and delivery engineers, report into senior stakeholders and partner with platform, security and architecture teams to deliver stable, compliant services.