Service Delivery Lead

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

Looking for an opportunity to lead a major IT service transformation while making a meaningful difference?

Join Sunnyfield as our Service Delivery Manager and play a pivotal role in establishing a high-performing in-house support model that delivers reliable and customer-focused technology services across the organisation.

As we transition from an external Managed Service Provider (MSP) to an in-house model, you'll lead the development of a high-performing Service Desk, building capability, improving service experiences and supporting employees across the organisation.

This is an opportunity to lead meaningful transformation, shape service delivery strategy, build internal capability and create lasting impact in a purpose-driven organisation.

What's in it for you?

• Lead a major IT service transformation initiative
• Build and develop a high-performing Service Desk team
• Join a values-led organisation where people can Grow and Belong
• Hybrid working options available
• Salary packaging to increase your take-home pay
• Free, 24/7 confidential counselling for you and your immediate family
• Fitness Passport access for you and your family

Lead service excellence by:

• Leading the day-to-day operation of Sunnyfield's internal Service Desk, ensuring high-quality support and service outcomes.
• Building, developing and leading a customer-focused Service Desk team.
• Managing incidents, service requests, escalations and major incidents while maintaining strong customer communication.
• Leading the transition of IT support services from an MSP to an internal operating model, including knowledge transfer and operational readiness.
• Establishing and optimising service catalogues, workflows, knowledge bases, dashboards and self-service capabilities.
• Managing technology vendors and service providers to ensure value, accountability and strong service outcomes.
• Driving continuous improvement initiatives that enhance service quality, efficiency and user experience.

Why we want you:

• Demonstrated experience leading an enterprise IT Service Desk, End User Computing or technology support function.
• Proven experience managing service transitions, knowledge transfer and operational readiness activities.
• Strong leadership capability with experience building, coaching and developing high-performing teams.
• Sound understanding of ITIL-aligned service management practices, including incident, problem, change and service level management.
• Experience with service management platforms such as Jira Service Management, ServiceNow or similar solutions.
• Strong knowledge of Microsoft 365, endpoint management, identity and access management within enterprise environments.
• Excellent stakeholder management, communication and reporting skills, with the ability to influence change across complex environments.
• Experience transitioning IT services from an outsourced provider to an internal support model will be highly regarded.

Why choose Sunnyfield?

With 74 years of experience, Sunnyfield supports people with disability to Live, Learn, Work and Belong. Technology plays a critical role in enabling our services and supporting our people to deliver meaningful outcomes across our communities.

At Sunnyfield, you'll be part of a values-led organisation where your leadership will influence how technology services are delivered across the business. You'll have the opportunity to build capability, drive innovation and improve experiences for employees, clients and service environments.

Sunnyfield is a Place to Grow and Belong, where people are empowered to develop their careers, make an impact and contribute to something bigger than themselves. If you're looking to lead transformational change while making a genuine difference, you'll find both purpose and opportunity here.
If you're passionate about service excellence, leadership and technology transformation, we'd love to hear from you.

Must haves:

• Demonstrated experience leading IT Service Delivery, Service Desk or End User Computing functions.
• Experience managing enterprise service management processes and teams.
• Strong knowledge of Microsoft 365 and modern workplace technologies.
• Current driver's licence and willingness to travel to Sydney and regional sites when required.
• Ability to successfully obtain a National Criminal History Check clearance.
• Relevant tertiary qualifications in Information Technology, Business or a related discipline are highly regarded.
• ITIL certification and related service management certifications are desirable.