Technology Service Delivery Manager

• Permanent Ongoing | Competitive Salary | Healthcare & Social Enterprise
• West Footscray, Melbourne | 5 Days On-Site
• Microsoft 365 & Intune | ITSM & Service Management

The Role
This is a senior IT service delivery role accountable for the performance, governance, and continuous improvement of technology services across a complex, purpose-driven organisation. Leading a team of nine across the Service Desk and Enterprise Application Support streams, you will own end-to-end service delivery, ensuring IT services and applications consistently meet agreed service levels while building a high-quality, customer-focused support experience. Working closely with executive leaders, technology teams, and external vendors, you will drive service maturity, embed disciplined incident and problem management, and act as the organisation’s primary escalation point for major service issues and risks.

Key Responsibilities

• Lead and manage the Service Desk and Enterprise Application Support teams, ensuring consistent, high-quality support across incidents, service requests, and application issues within agreed SLAs and with clear ownership and accountability at every level.
• Own major incident management end-to-end, coordinating resolution across support and delivery teams, driving post-incident reviews and root cause analysis, and translating lessons learned into sustained improvements to service health and resilience.
• Define, monitor, and report on service performance metrics, including SLAs, KPIs, and customer satisfaction, providing clear, data-informed insights to technology leaders and using performance data to identify trends, risks, and improvement opportunities.
• Build and maintain trusted relationships with executive stakeholders, business units, and external vendors, representing IT Operations in governance forums, managing supplier performance, and ensuring contractual service obligations are met and enforced.
• Champion continuous improvement across tools, processes, and customer experience, driving standardisation, automation, and service maturity, and keeping documentation, knowledge management, and service processes current and effective.

Skills & Experience Required

• Demonstrated experience in IT Service Delivery, IT Operations, or IT Service Management roles, with a proven track record leading operational teams across Service Desk and application support functions in complex organisational environments.
• Strong knowledge of ITSM practices, including incident, problem, change, and SLA management, with hands-on experience embedding service governance frameworks, improving service performance, and managing operational change to minimise disruption and risk.
• Proven experience managing vendors, contracts, and external service providers, including conducting service reviews, resolving performance issues, and supporting contract renewals, service transitions, and sourcing decisions.
• Proficiency operating within a Microsoft-based end-user and endpoint environment, including Microsoft 365, Intune, and identity platforms, combined with strong analytical and reporting capability and the ability to communicate complex technical issues to non-technical audiences.
• Tertiary qualification in Information Technology or equivalent, with NDIS Worker Screening Check, Working with Children Check, and Police Check required as conditions of employment.

What’s in it for You

• Permanent ongoing position with a competitive salary on offer.
• Senior service delivery leadership role with genuine scope to build service maturity and drive lasting improvement across a growing technology function.
• Work within a purpose-driven, inclusive organisation committed to delivering meaningful outcomes for people with disability and their communities.

Apply today and Jimmy Nguyen will reach out to disclose further information.