Service Delivery Lead - Jira Service Management Why Apply? Shape the technology strategy and build in-house infrastructure from the ground up. Own Jira Service Management setup, automation, and workflow improvements. Influence vendor decisions and MSP strategy. About the Company This rapidly scaling insurance provider has earned a reputation as one of Australia's most innovative and customer-focused businesses. With a tech-forward culture and a strong engineering mindset, the company is investing heavily in building modern digital experiences and scalable platforms. The Role We are seeking a dynamic Senior IT Infrastructure & Solutions Specialist with proven expertise in building and enhancing IT infrastructure and service delivery capability. The ideal candidate will be proactive, solutions-focused, and highly organised, playing a key role in strengthening the overall IT environment. What You'll Do Manage the relationship with the MSP, including performance reviews, service level compliance, and escalation management. Assess MSP deliverables and ensure they meet contractual, operational, and quality standards. Partner with business leaders and stakeholders to identify IT needs and translate them into actionable infrastructure and service improvements. Develop, document, and implement IT support workflows, policies, and procedures to drive consistency and efficiency. Oversee IT infrastructure initiatives, including network, cloud, and workplace technology solutions Experience configuring and optimising Jira Service Management, including designing workflows, SLAs, and automation to enhance efficiency and user experience. Manage hardware lifecycle and support, including laptops, peripherals, and meeting room facilities. Build, configure, and optimise IT support models and workflows using appropriate tools (e.g., service desk platforms, automation tools, monitoring systems) to improve efficiency and user experience. Act as an escalation point for complex IT support issues requiring technical and vendor coordination. What You Bring Minimum 5 years' experience in IT support and infrastructure roles. Minimum 3 years' experience managing MSP relationships and vendor performance. Strong technical knowledge of IT infrastructure, networking, cloud, and workplace technologies. Hands-on experience with business hardware lifecycle management. Proven ability to design, configure, and enhance IT support models and workflows using service desk platforms (preferably Jira Service Management), automation tools, and monitoring systems. Solid understanding of IT security principles (e.g., access management, patching, vulnerability management) and ability to embed them into IT support workflows. Excellent problem-solving abilities with a focus on sustainable solutions. Exceptional communication skills with the ability to engage technical vendors and non-technical business stakeholders. Experience in financial services, insurance, or other regulated industries. Relevant certifications (e.g., ITIL, Microsoft, CISSP, PMP) highly regarded. Experience configuring and optimising Jira Service Management or similar ITSM platforms. How to Apply Click APPLY or contact us for a confidential discussion. Senior IT Infrastructure & Solutions Specialist Position Overview We are seeking a dynamic Senior IT Infrastructure & Solutions Specialist with proven expertise in building and enhancing IT infrastructure and service delivery capability. The ideal candidate will be proactive, solutions-focused, and highly organized, playing a key role in strengthening the overall IT environment. Attributes and Expectations: Strong technical knowledge of IT infrastructure, networking, workplace technology, and security practices. Ability to design, implement, and maintain IT workflows, policies, and procedures that improve consistency, resilience, and scalability. Proven experience managing MSPs and external vendors to ensure high-quality, cost-effective service delivery. Proactive problem-solver with the capacity to anticipate issues, escalate effectively, and deliver sustainable solutions. Excellent communication and stakeholder management skills, able to engage with both technical vendors and business users. Self-driven and adaptable, comfortable working independently in a fast-paced and evolving environment. Key Responsibilities Manage the relationship with the MSP, including performance reviews, service level compliance, and escalation management. Assess MSP deliverables and ensure they meet contractual, operational, and quality standards. Partner with business leaders and stakeholders to identify IT needs and translate them into actionable infrastructure and service improvements. Develop, document, and implement IT support workflows, policies, and procedures to drive consistency and efficiency. Oversee IT infrastructure initiatives, including network, cloud, and workplace technology solutions. Manage hardware lifecycle and support, including laptops, peripherals, and meeting room facilities. Build, configure, and optimize IT support models and workflows using appropriate tools (e.g., service desk platforms, automation tools, monitoring systems) to improve efficiency and user experience. Ensure IT security best practices are embedded into infrastructure, workflows, and vendor management, including access controls, patching, and compliance with security standards. Identify and recommend improvements in IT operations, ensuring systems remain secure, resilient, and scalable. Monitor and report on IT service performance, vendor efficiency, and user satisfaction. Collaborate with internal teams and external vendors to ensure alignment with technology strategy. Maintain awareness of IT trends, security standards, and compliance requirements to ensure best-practice adoption. Act as an escalation point for complex IT support issues requiring technical and vendor coordination. Essential Skills & Experience Minimum 5 years' experience in IT support and infrastructure roles. Minimum 3 years' experience managing MSP relationships and vendor performance. Strong technical knowledge of IT infrastructure, networking, cloud, and workplace technologies. Hands-on experience with business hardware lifecycle management. Proven ability to design, configure, and enhance IT support models and workflows using service desk platforms (preferably Jira Service Management), automation tools, and monitoring systems. Solid understanding of IT security principles (e.g., access management, patching, vulnerability management) and ability to embed them into IT support workflows. Excellent problem-solving abilities with a focus on sustainable solutions. Exceptional communication skills with the ability to engage technical vendors and non-technical business stakeholders. Excellent organizational capability, with the ability to manage multiple priorities in a fast-paced environment. Self-driven, adaptable, and able to work independently. Strong vendor management and negotiation skills. Preferred Skills & Experience Experience in financial services, insurance, or other regulated industries. Relevant certifications (e.g., ITIL, Microsoft, CISSP, PMP) highly regarded. Experience configuring and optimizing Jira Service Management or similar ITSM platforms. Understanding of or prior experience with PagerDuty for incident management and escalation workflows. Exposure to information security frameworks and audits (e.g., ISO 27001, SOC 2) and regulatory requirements such as APRA CPS 234. Experience leading or managing an IT support team, with demonstrated ability to structure workflows and improve service delivery. Please Click apply for a confidential discussion.