Senior Service Delivery Analyst

Transport for NSW; Sydney; Hybrid; AUD 142,000 - 159,000; Full time

Job summary

Transport For NSW seeks an IT Service Governance lead to manage delivery of governance activities, ensuring incidents, changes, and requests are handled in line with SLAs and business priorities.

You will act as a senior 24/7 escalation point, coordinating rapid incident resolution and driving continuous improvement to improve service performance, with hybrid work arrangements (2–3 days on-site at Paramatta office).

Qualifications

• Proven experience delivering IT services within large, complex environments.
• Strong ability to build and influence relationships with diverse stakeholders.
• Extensive background in IT support or service management roles.
• Highly developed analytical and problem-solving capabilities, with a focus on delivering practical outcomes.

Responsibilities

• Manage the delivery of IT service governance activities, ensuring incidents, changes, and requests are managed effectively in line with SLAs and business priorities.
• Act as a senior 24/7 escalation point, driving swift, coordinated incident resolution to minimise disruption and effectively manage critical issues.
• Drive a culture of continuous improvement by enhancing service performance, proactively managing risk, and ensuring successful transition of projects into stable, high-performing operations.

Job description

Organisation/Entity: Transport For NSW

Job category: Projects

Job location:

Macquarie Park, NSW, AU, 2113

Job reference number: 111207

Employment type: Permanent Full-Time

Salary range: $141678.0-$158677.0

You excel at connecting the dots as a problem solver, ensuring the seamless delivery of reliable services from beginning to end.

You know that not all tech and digital roles are the same. Be part of a team that ensures a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities and regions.

In this role, you'll:

• Manage the delivery of IT service governance activities, ensuring incidents, changes, and requests are managed effectively in line with SLAs and business priorities.
• Act as a senior 24/7 escalation point, driving swift, coordinated incident resolution to minimise disruption and effectively manage critical issues.
• Drive a culture of continuous improvement by enhancing service performance, proactively managing risk, and ensuring successful transition of projects into stable, high-performing operations.

For more information on this position and business unit, view the role description and information pack.

About You

• Proven experience delivering IT services within large, complex environments.
• Strong ability to build and influence relationships with diverse stakeholders.
• Extensive background in IT support or service management roles.
• Highly developed analytical and problem-solving capabilities, with a focus on delivering practical outcomes.

This is a permanent full-time role | Hybrid flexible work practices, 2-3 days a week. The team rhythm includes regular in-person collaboration days on Tuesday and Wednesday based at Paramatta office.

Who We Are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.

Flexible work options may be available. Learn more via Flexible work options and policy

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

Job Segment:

Consulting, Developer, Web Design, Service, Technology, Creative