Service Delivery Manager

Humanised Group; Sydney; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Brisbane CBD location

Attractive salary package

Job summary

Humanised Group is seeking a hands-on technology leader to head IT Service Delivery for a Brisbane-based financial services organisation entering a growth phase. You will lead a team across Service Desk, Desktop Support and Application Support, drive service maturity and stakeholder engagement, and partner with executive leadership to shape service strategy.

Reporting to the CTO, you’ll champion continual improvements, scale operations amid growth and acquisition activity, and ensure end-user

Qualifications

• Leadership of Service Delivery, EUC or IT Operations teams
• Mentoring and developing people
• Strong stakeholder engagement and communication skills
• Vendor and MSP relationship management

Responsibilities

• Lead and develop a team across Service Desk, Desktop Support and Application Support
• Take ownership of end-user computing and service delivery functions
• Drive service excellence, customer satisfaction and service maturity
• Manage escalations and ensure high-quality support outcomes
• Develop and refine service management processes and standards
• Monitor service performance and implement improvement initiatives
• Build trusted relationships with business stakeholders
• Manage vendor and managed service provider relationships
• Support technology projects, workplace initiatives and service transitions
• Provide service reporting, insights and recommendations to senior leadership

Skills

Service Delivery

IT Operations

Stakeholder Engagement

Mentoring

Change Management

Job description

Have you successfully scaled technology services through periods of rapid business growth, transformation, or acquisition?

We're partnering with a well-established Brisbane-based financial services organisation that is entering an exciting phase of growth and evolution.
With significant business expansion underway and acquisition activity forming part of the future roadmap, we're looking for a Service Delivery Manager who can help lead the organisation through its next chapter.

This isn't a role for someone who wants to sit behind reports and manage from a distance.

We're looking for a leader who enjoys operating in agile environments, building capability, improving services, developing people, and rolling up their sleeves when required.

Reporting directly to the CTO, you'll lead a team across Service Desk, Desktop Support and Application Support while driving service maturity, operational improvements, stakeholder engagement, and an exceptional end-user experience.

This organisation sees technology as a critical enabler of business success.

As the company continues to grow and integrate new business capabilities, you'll play a key role in ensuring technology services remain scalable, responsive, and aligned with evolving business needs.
You'll have the opportunity to:

• Shape the future direction of IT Service Delivery
• Lead and mentor a high-performing support team
• Drive continual improvement initiatives across people, process and technology
• Support organisational growth and acquisition-related change
• Partner closely with executive leadership and business stakeholders
• Influence how technology services are delivered across the organisation
• Build processes that create scalability without unnecessary bureaucracy

What You'll Be Doing

• Leading and developing a team across Service Desk, Desktop Support and Application Support
• Taking ownership of end-user computing and service delivery functions
• Driving service excellence, customer satisfaction and service maturity
• Managing escalations and ensuring high-quality support outcomes
• Developing and refining service management processes and standards
• Monitoring service performance and implementing improvement initiatives
• Building trusted relationships with business stakeholders
• Managing vendor and managed service provider relationships
• Supporting technology projects, workplace initiatives and service transitions
• Providing service reporting, insights and recommendations to senior leadership

What We're Looking For

We're particularly interested in speaking with leaders who have built their careers within small-to-medium-sized organisations where adaptability, accountability and hands-on leadership are essential.

Successful candidates are likely to have experience:

• Working in businesses that have experienced rapid growth or significant organisational transformation
• Supporting merge, acquisition or integration activities
• Scaling technology support functions as organisations expand
• Operating within fast-paced environments where priorities evolve quickly
• Driving measurable service improvements and operational maturity
• Leading technical teams while remaining close to day-to-day operations

You’ll also bring:

• Strong Service Delivery, Service Desk, EUC or IT Operations leadership experience
• A genuine passion for mentoring and developing people
• Excellent stakeholder engagement and communication skills
• A continuous improvement mindset
• The ability to balance strategic planning with practical execution
• A strong sense of ownership and accountability

Requirements

• The leadership team values individuals who build long-term impact.
• While technical capability is important, they're particularly interested in professionals who have demonstrated commitment, stability and the ability to see initiatives through to completion rather than regularly moving between organisations every couple of years.
• If you've helped organisations navigate growth, overcome challenges, and emerge stronger on the other side, we'd love to hear from you.
• Technology Environment You'll work across a modern Microsoft-centric technology environments.
• Must have either a NZ or Australian Citizenship or PR.

What's On Offer

• Strategic leadership role reporting directly to the CTO
• Opportunity to influence technology direction and service strategy
• Growing organisation with significant technology investment
• Collaborative and supportive executive leadership team
• Variety, autonomy and genuine ownership
• Brisbane CBD location
• Attractive salary package

If you're a hands-on technology leader who enjoys building teams, improving services, driving change and helping businesses successfully navigate periods of growth and transformation, we'd love to hear from you.