Service Delivery Lead

Sunnyfield; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working options

Salary packaging

Free confidential counselling 24/7

Fitness Passport access

Job summary

Sunnyfield in Sydney seeks an experienced Service Delivery Manager to lead a major IT service transformation and establish an in-house Service Desk delivering reliable, customer-focused technology services across the organisation.

You will lead the transition from an external MSP to an internal model, build capability, improve service experiences and support employees, with a focus on high-quality support and continuous improvement.

Qualifications

• Demonstrated experience leading enterprise IT Service Delivery/Service Desk/End User Computing functions.
• Experience managing service transitions, knowledge transfer and operational readiness.
• Strong leadership with coaching and developing high-performing teams.
• Solid ITIL-aligned service management knowledge (incidents, problems, changes, SLAs).

Responsibilities

• Lead the day-to-day operation of Sunnyfield's internal Service Desk, ensuring high-quality support and service outcomes.
• Build, develop and lead a customer-focused Service Desk team.
• Manage incidents, service requests, escalations and major incidents with strong customer communication.
• Lead the transition from MSP to internal operating model, including knowledge transfer and operational readiness.
• Establish and optimise service catalogs, workflows, knowledge bases, dashboards and self-service capabilities.
• Manage technology vendors and service providers to ensure value, accountability and strong service outcomes.
• Drive continuous improvement initiatives that enhance service quality, efficiency and user experience.

Skills

IT Service Delivery

Service Desk

End User Computing

ITIL

Leadership

Stakeholder Management

Change Management

Education

Bachelor's degree in IT or related field

Tools

Jira Service Management

ServiceNow

Microsoft 365

Endpoint Management

Identity & Access Management

Job description

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

Join Sunnyfield as our Service Delivery Manager andplay a pivotal role in establishing a high-performing in-house support modelthat delivers reliable and customer-focused technology services across theorganisation.

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

This is an opportunity to lead meaningful transformation,shape service delivery strategy, build internal capability and create lastingimpact 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 toLive, Learn, Work and Belong. Technology plays a critical role in enabling ourservices and supporting our people to deliver meaningful outcomes across ourcommunities.

At Sunnyfield, you'll be part of a values-led organisationwhere your leadership will influence how technology services are deliveredacross the business. You'll have the opportunity to build capability, driveinnovation and improve experiences for employees, clients and serviceenvironments.

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

Must haves:

• Demonstratedexperience leading IT Service Delivery, Service Desk or End User Computingfunctions.
• Experiencemanaging enterprise service management processes and teams.
• Strongknowledge of Microsoft 5 365 and modern workplace technologies.
• Currentdriver's licence and willingness to travel to Sydney and regional siteswhen required.
• Abilityto successfully obtain a National Criminal History Check clearance.
• Relevanttertiary qualifications in Information Technology, Business or a relateddiscipline are highly regarded.
• ITILcertification and related service management certifications are desirable.