Service Delivery Engineer

GWA Group Limited; North Sydney Council; Hybrid; AUD 85,000 - 120,000; Full time

Job summary

GWA Group in North Sydney is seeking a Service Delivery Engineer to provide responsive IT support and deliver a seamless technology experience across the business. You will work across locations, troubleshoot issues, manage expectations, and ensure services run smoothly while maintaining calm, clear communication with colleagues at all levels.

You will join a team focused on stakeholder relationships, problem solving, and improving service delivery, with hybrid work arrangements and

Qualifications

• At least two years of IT support experience in a service desk or similar
• Ability to work independently and own issues to resolution
• Strong communication and customer service skills
• Comfort working with stakeholders at all levels, including leadership
• Calm and professional under pressure
• Strong analytical and problem-solving ability
• Attention to detail and proactive approach
• Ability to manage competing priorities and expectations

Responsibilities

• Provide IT support and resolve technical issues
• Support users across multiple business locations
• Build relationships with stakeholders across the business
• Escalate issues when required
• Deliver clear and responsive customer service
• Assist with ongoing service delivery improvements

Skills

IT support

Service Desk

Stakeholder management

Communication

Problem solving

Education

No degree required

Tools

Microsoft technologies

ITIL

CompTIA

Job description

GWA Group is a leading innovator, designer, importer and supplier of sustainable water solutions for bathrooms, kitchens and laundries across residential and commercial spaces. With our iconic brands Caroma and Methven, and operations spanning Australia, New Zealand and the UK, we’re shaping a better, more sustainable future, one solution at a time.

Service Delivery Engineer

North Sydney | Hybrid Work

About the role

As a Service Delivery Engineer, you’ll provide responsive IT support while helping deliver a seamless technology experience across the business. You’ll work independently across a range of service delivery responsibilities and support employees at all levels, including senior leaders. You’ll troubleshoot issues, manage expectations and help ensure technology services run smoothly. The role requires someone who enjoys helping people, communicates clearly, stays calm under pressure and takes a logical approach to problem solving.

What you’ll be doing

• Providing IT support and resolving technical issues
• Supporting users across multiple business locations
• Working independently across a range of service delivery responsibilities
• Building strong relationships with stakeholders across the business
• Supporting employees and senior leaders with technology needs
• Diagnosing and troubleshooting technology problems
• Managing support requests and competing priorities
• Escalating issues when required
• Delivering clear and responsive customer service
• Assisting with ongoing service delivery improvements

About you

• At least two years of relevant experience in IT support, Service Desk, desktop support or a similar environment
• The ability to work independently and take ownership of issues through to resolution
• Strong communication and customer service skills
• Confidence working with stakeholders at all levels, including senior leadership
• A calm and professional approach under pressure
• Strong analytical and problem-solving capability
• Attention to detail and a proactive approach
• The ability to manage competing priorities and expectations

Desirable

• Relevant IT industry certifications such as Microsoft, CompTIA, ITIL or similar
• Exposure to Microsoft technologies and corporate IT environments

You do not need a university degree to apply.

Why join us?

This role offers the opportunity to build on your existing IT experience in a supportive environment. You’ll gain exposure to a broad range of technologies, work with experienced IT professionals and continue developing your technical and stakeholder management skills. If you have relevant IT support experience and are ready to take ownership of a broader range of service delivery responsibilities, this is an opportunity to take the next step in your career.

Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role.

Please note that we are not accepting applications from agencies for this position.

GWA Group has a long history of innovation and dedication which goes all the way back to 1886. We are proud of our Australian and New Zealand heritage, innovative spirit, iconic market-leading brands such as Caroma, Methven, and Clark, and importantly - our inclusive culture. At GWA, we’re not just a company, we’re a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer-first values, and community engagement creates a ripple effect of positive impact, ensuring that our consumers not only enjoy our products, but also contribute to saving millions of litres of water each year. When you join us, you’ll discover a welcoming workplace where safety, collaboration, and inclusivity are the cornerstones of our culture. Every contribution matters, and we provide a supportive environment where you can thrive, learn, and grow, recognising and celebrating performance in diverse and meaningful ways. We celebrate the unique perspectives and talents that everyone brings with them and foster a culture of care where you feel valued and empowered to succeed. Our cultural pillars-We are One Team, We are Customer Focused, and We Care for Each Other-are more than just words; they’re our way of life.