Service Delivery Manager - Brisbane 2032

Randstad; Brisbane; On-site; AUD 120,000 - 170,000; Full time

Job summary

Brisbane 2032 Olympic and Paralympic Games Organising Committee is seeking a Service Delivery Manager to lead and evolve its Technology Service Delivery capability. You will ensure reliable, scalable services and act as the central coordinator for Service Desk matters, collaborating with internal Technology teams and external providers.

The role focuses on ITIL-aligned processes, ServiceNow, IAM, and a scalable support model for Games Time operations.

Qualifications

• Demonstrated experience with ITIL aligned service delivery.
• Proven ability to design and run service desk and ITSM processes.
• Experience implementing or managing ServiceNow or similar platforms.
• Strong stakeholder engagement and service improvement mindset.

Responsibilities

• Lead the development and ongoing management of Technology Service Delivery to be reliable, responsive, scalable and customer focused.
• Coordinate Service Desk activities, oversee performance, issue resolution, escalations and stakeholder communications.
• Drive ITSM process design and continuous improvement in line with ITIL and organisational needs.
• Oversee ServiceNow platform implementation, workflows, reporting and service management processes.
• Develop and maintain the Technology Service Catalogue with clear ownership and SLAs.
• Coordinate IAM service delivery, onboarding, role changes and offboarding per security requirements.
• Foster relationships with Technology teams, functional areas and external providers to meet service expectations.
• Lead service transition and knowledge transfer for the Games Time operating model.
• Support integrated, scalable technology support for enterprise operations and multiple providers.
• Monitor service performance, identify risks and opportunities, and drive continuous improvement for high-quality support outcomes.

Skills

ServiceNow

ITIL

Stakeholder management

Service delivery operations

ITSM

Tools

ServiceNow

ITSM platforms

Job description

A new and exciting opportunity has emerged with the Brisbane 2032 Olympic and Paralympic Games Organising Committee (Brisbane 2032) for a Service Delivery Manager. Please note this role closes on the 16th November at 4pm.

If you're a talented professional looking for a career defining and high impact role, this is your chance.

Brisbane 2032 is not just planning a sporting event - we’re shaping a lasting legacy for future generations. Our Vision for Brisbane 2032 is

• Believe: We believe in the power of sport and the Australian spirit. Together, they unlock our limitless potential, grit, and heart to go further than we ever imagined.
• Belong: Everyone is welcome at our Games. Every person is celebrated, creating a playing field that’s fair, fun, and full of connection!
• Become: This is our moment. Our move. Together, we’ll harness the magic of the Games to become stronger and step boldly into an exciting new era.

As an ambitious and inclusive organisation - Brisbane 2032 offers a rare opportunity to contribute to the world's largest sporting event, the world's largest multicultural event, and the world's largest event for people with disability. It is a chance to showcase to the world what Australia has to offer. It is also a chance to celebrate the world’s oldest continuing living culture, Australia’s First Nations peoples, and to promote and further the cause of accessibility and opportunity for all.
As part of this application process, we encourage you to share your motivation to join the Olympic and Paralympic Games. We highly value diverse perspectives and invite you to share your lived experience if you are of First Nations heritage or a person living with disability.

About the Role

The Service Delivery Manager is responsible for developing and managing Brisbane 2032's Technology Service Delivery capability, ensuring reliable, responsive and scalable technology services as the organisation grows towards the 2032 Olympic and Paralympic Games.

Acting as Brisbane 2032's central point of coordination for all Technology Service Desk matters, the role oversees service performance, stakeholder engagement, issue resolution and escalations, working collaboratively with internal Technology teams and external service providers to maintain a consistent and effective support experience.

Key Responsibilities

• Lead the development and ongoing management of Brisbane 2032’s Technology Service Delivery capability, ensuring services are reliable, responsive, scalable and customer focused.
• Act as the central point of coordination for Technology Service Desk matters, overseeing service performance, issue resolution, escalations and stakeholder communications.
• Lead the implementation and continuous improvement of IT Service Management (ITSM) processes, aligned with ITIL principles and organisational requirements.
• Oversee the implementation and ongoing management of the ServiceNow platform, including workflows, service reporting and supporting service management processes.
• Develop and maintain the Technology Service Catalogue, ensuring services, service levels, ownership and support arrangements are clearly defined and understood.
• Coordinate Identity and Access Management (IAM) service delivery processes, including access provisioning, onboarding, role changes and offboarding, in alignment with security and governance requirements.
• Build and maintain strong relationships with Technology teams, Functional Areas and external service providers, ensuring issues are effectively managed and service expectations are understood.
• Lead and coordinate service transition, knowledge transfer and operational readiness activities as Brisbane 2032 evolves from current managed service arrangements towards its Games Time operating model.
• Support the design and establishment of an integrated and scalable Technology support model capable of supporting enterprise operations, multiple technology providers, Test Events, Technology Rehearsals and Games Time.
• Monitor service performance, identify risks and improvement opportunities, and drive continuous improvement to deliver consistent, efficient and high-quality technology support outcomes.

Skills and Experience

• Experience implementing or managing ServiceNow or comparable IT Service Management platforms, including service catalogue design, workflow development and service reporting.
• Experience designing, implementing or managing enterprise service delivery operations, including Service Desk functions, ITIL aligned processes, service performance and continuous improvement.
• Sound understanding of identity lifecycle management, access provisioning, onboarding, role changes and offboarding, including associated governance and security requirements.
• Demonstrated ability to build trusted relationships at all levels, working effectively with business stakeholders, Technology leaders, technical specialists and external service providers to resolve issues and improve service outcomes.
• Strong planning, communication and problem-solving capabilities, with experience coordinating technical specialists, managing competing priorities and establishing practical, customer focused service delivery processes.
• Experience coordinating service transitions, knowledge transfer and the integration of multiple service providers, with an understanding of scalable support models and operational readiness requirements for major events or complex organisations.

For questions relating to this role, please email [e-mail]

We are committed to ensuring our application and recruitment process is accessible to all. If you require any reasonable adjustments or accommodations to help you perform at your best, please let us know.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We strongly encourage Aboriginal and Torres Strait Islander peoples, people with disability and culturally and linguistically diverse people to apply.

Applications will be reviewed on a rolling basis.

qualification

• No speicifc qualifications are required.