Service Delivery Manager

Rac Wa; Western Australia; Hybrid; AUD 140,000 - 170,000; Full time

Benefits offered by this job

Flexible work from home or office

Personal development time and training

Empowered cross-functional agile teams

Staff benefits: Roadside Assistance &

Job summary

RAC is seeking a Service Delivery Manager to lead ITSM improvements, governance and resilience across technology services for members and staff. You will drive processes, tooling and reporting to maturity, partnering with Cyber Security, Risk, Governance and Operations.

You will lead incident management, change and knowledge management while championing automation and AI-enabled improvements to deliver reliable technology services in a complex, regulated environment.

Qualifications

• Experience leading IT Service Management functions in a large organisation.
• Proven Maj or Incident Management, resilience, risk and compliance work, ideally in regulated environments.
• Demonstrated leadership building high-performing teams and influencing senior stakeholders.
• Strong ITIL knowledge with certification and relevant qualifications.
• Experience delivering service transformation through automation and AI-enabled capabilities.

Responsibilities

• Lead and enhance RAC’s ITSM framework with scalable, compliant and objective-aligned processes.
• Direct ITSM Process Specialists and Technical Writing team to maturity and knowledge management.
• Oversee CMDB governance and asset visibility to support incident management and change enablement.
• Ensure CPS230-related regulatory and resilience compliance through governance and reporting.
• Lead Major Incident Management with proactive reviews and continuous improvement.
• Drive ITSM improvements through automation and platform enhancements.
• Develop service management strategy, roadmaps, metrics and reporting in partnership with Cyber Security, Risk and Operations.

Skills

ITSM leadership

Governance

Incident management

Change management

Knowledge management

Performance reporting

Automation

AI-enabled capabilities

Stakeholder management

Education

ITIL certification

Tertiary qualifications

Tools

Jira Service Management

Confluence

Job description

As our Service Delivery Manager, you will play a key role in ensuring RAC delivers high-quality, dependable technology services to our members and employees. You will lead the evolution of our IT service management practices, strengthening governance, operational resilience, compliance, and performance reporting while driving continuous improvement across the technology landscape.

What will you be doing?

• Lead and continually enhance RAC’s IT Service Management (ITSM) framework, ensuring processes, policies, standards and procedures are scalable, effective, compliant and aligned to organisational objectives.
• Lead the ITSM Process Specialists and Technical Writing team, driving service management maturity, knowledge management, operational excellence and the adoption of best practice across the organisation.
• Lead the governance, integrity and ongoing maturity of RAC’s Configuration Management Database (CMDB), ensuring accurate visibility of technology assets, service relationships and dependencies to support incident management, change enablement, operational resilience and informed decision-making.
• Ensure compliance with regulatory and operational resilience obligations, including CPS230, through effective governance, controls, service management data integrity, performance reporting and risk oversight.
• Lead the Major Incident Management practice, ensuring effective incident response, stakeholder communication, post-incident reviews and continual service improvement to minimise business impact.
• Drive continual improvement across the ITSM ecosystem through automation, AI-enabled capabilities, workflow optimisation, platform enhancement and service management innovation.
• Develop and oversee service management strategy, roadmaps, tooling, performance metrics and reporting frameworks, while building strong partnerships across Cyber Security, Risk, Governance, Architecture and Operations to strengthen organisational resilience, improve customer outcomes and deliver reliable technology services.

What are we looking for in you?

• Experience leading IT Service Management functions within a large, complex organisation, with a proven ability to develop and embed ITSM frameworks, governance and best practices.
• Demonstrated experience leading Major Incident Management, operational resilience, risk and compliance activities, ideally within a highly regulated or APRA-regulated environment.
• Proven leadership experience building and developing high-performing teams while influencing senior stakeholders and driving organisation-wide service management outcomes.
• Strong knowledge of ITIL Service Management practices, including Incident, Problem, Change, Knowledge and Service Level Management, with relevant ITIL certification and tertiary qualifications.
• Experience delivering service transformation through automation, AI-enabled capabilities, workflow optimisation and continual improvement initiatives.
• Strong analytical capability with experience developing service metrics, dashboards and executive reporting that drive informed decision-making and measurable business outcomes.
• Experience with modern ITSM platforms such as Jira Service Management and Confluence, with knowledge of CPS230, operational resilience, enterprise service management or related governance frameworks being highly regarded.

What is in it for you?

• Working in an environment that is embracing a continuous improvement culture using experimentation to support learning
• Time dedicated to your personal development time with access to training, development, and certification programs to ensure you can upskill
• Being part of empowered, cross-functional agile delivery teams that works with the business to build systems that solve problems
• Complete flexibility to choose between working from the home or office with flexible hours for a better work life balance
• Building digital systems that will shape the future for the RAC and a better WA
• Gain RAC Staff Benefits including free Roadside Assistance and 25% discount on your Insurances, Social Club and access Fitness Passport for cheaper gym memberships