Service Delivery Manager - ITSM Lead for Brisbane 2032

Randstad - Business Support; Brisbane; On-site; AUD 120,000 - 150,000; Full time

Job summary

Randstad is seeking a Service Delivery Manager in Brisbane to lead the Technology Service Delivery capability for Brisbane 2032, ensuring reliable, scalable and customer-focused IT services as the program grows toward the Games.

You will act as the central coordination point for the Technology Service Desk, oversee performance, incident resolution and escalations, and collaborate with internal teams and suppliers to deliver a consistent support experience.

Qualifications

• Experience with ServiceNow or similar ITSM platform.
• Enterprise service delivery operations experience.
• Identity lifecycle management and access provisioning.
• Proven ability to build stakeholder relationships.
• Strong planning, communication and problem-solving.
• Experience coordinating service transitions for major events.

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

Planning

Communication

Problem solving

Stakeholder management

Leadership

Collaboration

Tools

ServiceNow

Job description

Randstad is seeking a Service Delivery Manager in Brisbane to lead the Technology Service Delivery capability for Brisbane 2032, ensuring reliable, scalable and customer-focused IT services as the program grows toward the Games.

You will act as the central coordination point for the Technology Service Desk, oversee performance, incident resolution and escalations, and collaborate with internal teams and suppliers to deliver a consistent support experience.