Technical Support Team Lead (24/7 Operations)

Kapsch Group; City of Melbourne; Hybrid; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Hybrid work environment

Ongoing professional development

Paid Birthday Leave

Company-sponsored events

Job summary

Kapsch Group is looking for an experienced Service Delivery Team Lead to oversee the VIC Services & Maintenance portfolio. This role is pivotal in ensuring operational performance, customer satisfaction, and continuous improvement.

The successful applicant will manage contract performance, build strong relationships with clients, and ensure compliance with ITIL practices. The position offers a hybrid work environment with opportunities for professional development and unique employee benefits.

Qualifications

• Proven experience in a Service Delivery Team Lead or similar role.
• Strong background in IT / OT service operations.
• Demonstrated capability managing large portfolios.

Responsibilities

• Lead and manage the VIC Services & Maintenance portfolio.
• Ensure compliance with SLAs, KPIs, and safety standards.
• Drive service reliability through data-driven decision making.

Skills

Service Delivery Management

ITIL Service Management

Stakeholder Engagement

Budget Management

Team Leadership

Job description

Kapsch is one of Austria's most successful global technology companies. With its comprehensive ITS (Intelligent Transportation Systems) portfolio, Kapsch is actively addressing the challenges of the present and the future with intelligent mobility solutions in a wide range of application areas. As a family-owned company founded in 1892 and headquartered in Vienna, Kapsch can look back on 130 years of experience with the future.

We are seeking an experienced Service Delivery Team Lead to lead and manage the VIC Services & Maintenance (S&M) portfolio.

Reporting into the regional leadership team, this role will provide end-to-end accountability for operational performance, customer satisfaction, and continuous improvement, while working closely with Engineering, Projects, Commercial, and Field Services teams.

Your responsibilities:

Service Delivery & Contract Governance

• Provide overall accountability for the delivery of S&M contracts, ensuring compliance with SLAs, KPIs, safety, and regulatory obligations.
• Lead contract performance management, including budget control, forecasting, risk management, and commercial governance.
• Act as the senior escalation point for operational, technical, and customer issues.
• Ensure adherence to ITIL-aligned incident, problem, change, and service continuity processes.

Operational Performance & Reliability

• Drive service reliability and availability through structured maintenance strategies and data-driven decision making.
• Monitor and analyse key performance indicators (e.g. availability, MTTR, MTBF, fault trends) and implement improvement plans.
• Oversee asset lifecycle management in collaboration with Engineering and Field Services.
• Build and maintain strong, trust-based relationships with key government and industry clients.
• Lead service review meetings, performance reporting, and governance forums.
• Represent Kapsch as the primary operational interface for VIC S&M customers.
• Own the operational budget for the VIC S&M portfolio, including cost control, revenue assurance, and margin performance.
• Support tendering activities, contract renewals, and variations in collaboration with Sales and Commercial teams.
• Ensure accurate internal reporting and contribution to regional business planning.
• Lead and develop operational and support teams, fostering a culture of safety, accountability, and continuous improvement.
• Ensure workforce capability, succession planning, and skills development aligned with current and future contract needs.

Process Improvement & Compliance

• Drive alignment with global Kapsch processes, tools, and governance frameworks.
• Ensure compliance with safety, quality, and information security standards (including ISO-aligned practices).
• Support transition of new projects into steady-state operations, ensuring operational readiness and supportability.

Your profile:

• Proven experience in a Service Delivery TL, Technical Support Team Lead (24/7 Operations), or similar role within complex, multi-contract environments (ideally transport, infrastructure, or technology services).
• Strong background in IT / OT service operations and Level 2/3 support environments.
• Demonstrated capability in managing large portfolios with full accountability for performance, cost, and customer outcomes.
• Sound knowledge of ITIL service management practices and contract governance.
• Experience working with safety-critical systems and regulated environments.
• Commercial acumen with the ability to manage budgets, forecasts, and contract performance.
• Excellent stakeholder engagement skills, with the ability to operate confidently at executive and client level.
• Leadership style that promotes collaboration, accountability, and continuous improvement.

What We Offer:

• Hybrid and supportive team environment.
• Ongoing professional development through internal and external learning platforms.
• Employee Assistance Program for you and your immediate family.
• Opportunities for career progression within an international organisation.
• Paid Birthday Leave and Christmas Special Leave.
• Company-sponsored social and end-of-year events.

We welcome all applicants with the required qualifications including Australia’s first peoples and those on bridging visa and permanent resident visa. Candidates progressing to the pre-employment stage must present evidence of right to work in Australia and consent to obtaining additional checks that may include identity, verification, reference checks, criminal background checks, visa/immigration checks, and verification of academic qualifications.