Strategic IT Service Delivery & Experience Leader

xceltium; Sydney; On-site; AUD 180,000 - 200,000; Full time

Job summary

xceltium is seeking a Head of IT Service Delivery and Experience for a Sydney-based education-sector client. You’ll oversee frontline technology services, Modern Workplace engineering and training, shaping a service that is responsive, accessible and deeply people-focused.

You’ll drive a maturity path from core service delivery to self-service and automation, elevating ITSM and user-centric metrics while guiding collaboration across infrastructure, security, applications and data teams.

Qualifications

• Strong technology service delivery leadership experience
• Practical ITSM experience across incident, request, problem and change
• Experience leading and developing technical teams
• Strong practical knowledge of Microsoft 365, endpoints, identity and Modern Workplace
• Experience improving service through knowledge, self-service and automation
• Strong communication and relationship-building skills
• Leadership style that builds capability, accountability and trust
• Depth to troubleshoot complex issues and escalate appropriately
• Education experience isn’t essential

Responsibilities

• Progress the function through maturity path: Service → Self-Service → Automation
• Improve knowledge base and self-service to resolve straightforward issues
• Strengthen ITSM across incident, request, problem and change management
• Lead Modern Workplace initiatives including Teams and SharePoint adoption
• Collaborate with infrastructure, cyber security, applications and data leaders
• Develop capability through coaching, clearer expectations and ownership
• Ensure technology supports teaching, learning and staff performance

Skills

Service delivery

ITSM

Team leadership

Microsoft 365

Modern Workplace

Automation

Stakeholder mgmt

Education

Bachelor's degree in IT

Tools

Microsoft 365

SharePoint

Teams

Job description

xceltium is seeking a Head of IT Service Delivery and Experience for a Sydney-based education-sector client. You’ll oversee frontline technology services, Modern Workplace engineering and training, shaping a service that is responsive, accessible and deeply people-focused.

You’ll drive a maturity path from core service delivery to self-service and automation, elevating ITSM and user-centric metrics while guiding collaboration across infrastructure, security, applications and data teams.