Service Delivery Manager

Sunnyfield Disability Services; Sydney; Hybrid; AUD 140,000 - 200,000; Full time

Benefits offered by this job

Hybrid working options

Salary packaging

Free confidential counselling

Fitness Passport access

Job summary

Sunnyfield Disability Services is seeking a Service Delivery Manager to lead the in-house IT service transformation, establishing a high-performing Service Desk and reliable technology services across the organisation. You will oversee incident management, transitions from MSP, and continuous improvement, while building capability and delivering customer-focused support for employees and stakeholders.

The role offers hybrid work and opportunities to shape service delivery strategy in a

Qualifications

• Demonstrated experience leading IT Service Delivery and Service Desk functions.
• Experience managing enterprise service management processes and teams.
• Strong knowledge of Microsoft 365 and modern workplace technologies.
• Ability to travel to Sydney and regional sites when required.
• ITIL certification and related service management certifications are desirable.

Responsibilities

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

Skills

IT Service Delivery Leadership

End User Computing

Stakeholder Management & Communication

Incident/Problem/Change/SLM

Vendor & Service Provider Management

Leadership & Coaching

MSP to In-house Transition

Jira Service Management knowledge

ServiceNow knowledge

Microsoft 365 knowledge

Education

Bachelor's degree in Information Technology or related field

ITIL certification

Tools

Jira Service Management

ServiceNow

Microsoft 365

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.