About the opportunity:
* Full‐time, permanent position.
* Based in North Sydney.
Are you a customer‐centric technology leader ready to drive operational excellence? We are looking for a Service Delivery Manager to join our Technology Operations team. In this pivotal role, you will act as the "voice of the end user," ensuring our technology services are secure, reliable, and scalable.
Reporting to the Head of Technology Operations, you will lead a team of four located in both Sydney and Melbourne, managing the end‐to‐end delivery of IT services while fostering a culture of continuous improvement and business innovation. To effectively lead this distributed team and collaborate with stakeholders, this role requires a 4‐day onsite working arrangement.
What You'll Be Doing:
* Customer Service First: Champion the customer experience, proactively identifying and resolving pain points while ensuring services are delivered with user experience as a top priority.
* Team Leadership: Lead by example to deliver high‐quality services, managing both up and down to ensure priorities are clear, and conducting regular 1‐on‐1s and development planning for your team.
* Service Management & Delivery: Act as the ITSM Owner, overseeing end‐to‐end delivery of IT services including Incident, Problem, Request, and Change Management.
* Operational Excellence: Run the Change Advisory Board (CAB), lead Root Cause Analysis for recurring issues, and manage 3rd‐party vendor operations.
* Continuous Improvement: Drive automation and innovation initiatives, including identifying opportunities to utilize AI to enhance service delivery.
* Reporting and Trending: Generate comprehensive operational dashboards and board reports, performing trend analysis to identify candidates for problem management and improve SLA compliance.
* Financial Acumen: Review the technology estate for business relevance and opportunities for decommissioning to maintain operational efficiency and cost control.
This is what you'll look like:
* Experience: You have over 5 years of experience in technology service delivery and operations, alongside 5+ years of leadership experience managing teams or projects.
* Technical Proficiency: Skilled in IT service management, service fulfilment, end‐user support, and leading service transition projects.
* Operational Skills: Strong ability to design and improve services aligned with business needs while managing SLAs, OLAs, and service quality.
* Relationship Management: A consultative approach to building strong relationships with internal stakeholders and external vendors.
* Analytical Mindset: Comfortable using analytics and reporting tools to monitor performance and translate data insights into actionable improvements.
* Growth Mindset: You reframe challenges as opportunities and respond to obstacles with curiosity and constructive reframing.
Education & Accreditations
* Degree: Bachelor's Degree in Business Administration, Information Technology, Management, or Media/Communications.
* Certifications: ITIL Certification is essential.
* Preferred: Certified Business Relationship Manager (CBRM) or Project Management Professional (PMP) accreditations are highly regarded.
Our benefits and perks
* Competitive salary package
* A positive, supportive workplace culture
* Professional growth and development opportunities
* Comprehensive training and a focus on employee well‐being
At oOh!, we celebrate diversity and strive for an inclusive environment. We welcome applications from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, and refugees.
To be considered, applicants must be Australian citizens or permanent residents with full working rights in Australia. All offers are subject to pre‐employment checks.
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