Service Delivery Manager — ITSM, Resilience & Automation

Rac Wa; Western Australia; Híbrido; AUD 140.000 - 170.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work from home or office

Personal development time and training

Empowered cross-functional agile teams

Staff benefits: Roadside Assistance &

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

ITSM leadership

Governance

Incident management

Change management

Knowledge management

Performance reporting

Automation

AI-enabled capabilities

Stakeholder management

Educación

ITIL certification

Tertiary qualifications

Herramientas

Jira Service Management

Confluence

Descripción del empleo

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.