Service Delivery Lead – ITIL-Driven Ops & Transition

Trapeze Group; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Trapeze Group is seeking a Service Delivery Manager to lead the ONG Bus System service management across project delivery and BAU operations in Sydney. You will coordinate ITIL-aligned processes, manage SLAs, and drive continual service improvement while partnering with TfNSW and internal teams to ensure a smooth transition to live operations.

Key responsibilities include governance reporting, platform optimization (Jira Service Management), and strong stakeholder engagement to meet contractual

Qualifications

• ITIL Foundation certification (minimum) required.
• Experience in service delivery management in technology, transport, or government environments.
• Strong stakeholder management and governance reporting experience.

Responsibilities

• Own and manage the service management framework for the ONG Bus System project, ensuring it is established during the project phase and operational ahead of go‑live.
• Monitor service performance against SLAs and KPIs, driving corrective actions.
• Coordinate transition from project delivery to BAU operations, including runbooks and knowledge transfer.
• Prepare service performance reports for client governance forums and internal teams.
• Apply ITIL best practices and manage the ITSM platform, especially Jira Service Management.
• Support risk, issues, quality, and financial oversight within the service delivery scope.

Skills

ITIL

Stakeholder management

Service delivery

Project to operations

Budgeting & reporting

Tools

Jira Service Management

Job description

Trapeze Group is seeking a Service Delivery Manager to lead the ONG Bus System service management across project delivery and BAU operations in Sydney. You will coordinate ITIL-aligned processes, manage SLAs, and drive continual service improvement while partnering with TfNSW and internal teams to ensure a smooth transition to live operations.

Key responsibilities include governance reporting, platform optimization (Jira Service Management), and strong stakeholder engagement to meet contractual