Service Delivery Manager

BULL-IT SOLUTIONS LTD; Sydney; On-site; AUD 100,000 - 180,000; Full time

Job summary

BULL-IT SOLUTIONS LTD is seeking an experienced IT Service and Support Leader in Sydney, Australia. The role oversees end-to-end application managed services delivery, ensuring prompt response times, incident resolution, and high availability across environments.

You will mentor and scale a team of support engineers (Tier 1 to Tier 3), balance workloads, and ensure technical readiness while driving process improvements and adherence to ITIL-based frameworks.

Responsibilities

• Service & SLA Management: Oversee the end-to-end delivery of application managed services, ensuring prompt response times, incident resolution, and high availability
• Team Leadership: Mentor, manage, and scale a team of support engineers (Tier 1 to Tier 3), balancing workloads, prioritizing tasks, and ensuring technical readiness
• Continuous Improvement: Proactively analyze ticket trends and system bugs to identify root causes, improve support processes, and optimize software reliability
• Compliance & Governance: Ensure application support activities adhere to established frameworks (e.g., ITIL), data security protocols, and audit requirements
• Release Management: Ensure business and technology teams are prepared for successful go-lives, software patches, and system upgrades

Job description

Service & SLA Management: Oversee the end-to-end delivery of application managed services, ensuring prompt response times, incident resolution, and high availability

Team Leadership: Mentor, manage, and scale a team of support engineers (Tier 1 to Tier 3), balancing workloads, prioritizing tasks, and ensuring technical readiness.

Team Leadership: Mentor, manage, and scale a team of support engineers (Tier 1 to Tier 3), balancing workloads, prioritizing tasks, and ensuring technical readiness.

Continuous Improvement: Proactively analyze ticket trends and system bugs to identify root causes, improve support processes, and optimize software reliability

Compliance & Governance: Ensure application support activities adhere to established frameworks (e.g., ITIL), data security protocols, and audit requirements

• Release Management: Ensure business and technology teams are prepared for successful go-lives, software patches, and system upgrades