Help shape the operational heartbeat of Acendre.
We’re seeking a highly organised and proactive Service Delivery & Scrum Lead to drive operational excellence across our technical teams. In this pivotal role, you’ll combine strong service delivery discipline with hands‑on Scrum facilitation to keep our engineering organisation aligned, focused, and performing at its best.
If you thrive in structured environments, enjoy coordinating cross‑functional teams, and know how to keep complex technical operations running smoothly, we’d love to hear from you.
About the Role
The Service Delivery & Scrum Lead is responsible for the day‑to‑day management of Acendre’s technical operations, ensuring consistent service levels, predictable delivery cadence, and alignment with our security and compliance frameworks (ISO 27001, ISM, PSPF, Essential Eight).
You’ll oversee intake and prioritisation across all operational queues, maintain high‑quality ITSM processes, facilitate Agile ceremonies for engineering teams, and act as the first‑line Incident Response Coordinator during high‑pressure events. Working closely with the CTO, you’ll provide clear situational awareness and help drive disciplined, repeatable delivery practices across the organisation.
Key Responsibilities
Service Operations Management
- Manage intake, assignment, prioritisation, and flow of tickets across support, DevOps, engineering, and internal IT.
- Monitor SLAs, backlog hygiene, ticket quality, and closure documentation.
- Maintain operational dashboards and reporting to support daily decision‑making and quarterly assurance reviews.
Agile Delivery & Scrum Facilitation
- Lead Agile ceremonies across engineering and product teams: sprint planning, stand‑ups, backlog refinement, retrospectives.
- Support product owners and technical leads to maintain actionable and prioritised backlogs.
- Monitor sprint health, escalate systemic issues, and promote continuous improvement.
ITSM Administration & Automation
- Administer and optimise Jira Service Management (or equivalent): workflows, queues, automation rules, reporting, and knowledge base content.
- Conduct data integrity checks, housekeeping, and enhancements aligned with ISO/IEC 27001 and ISM controls.
- Implement low‑risk workflow automation and support integration between ITSM and Agile practices.
Project Coordination
- Plan, track, and report on internal and client‑facing projects.
- Coordinate cross‑functional delivery with Client Success, Professional Services, Support, and Engineering.
- Maintain project registers, risks, and change logs for audit and governance purposes.
Incident Response & Business Continuity
- Act as Incident Response Coordinator: convene bridges, assign roles, manage comms, gather evidence.
- Maintain incident playbooks, escalation lists, and PIR documentation.
- Assist the CTO with post‑incident reviews and corrective actions.
Documentation & Governance
- Maintain SOPs, runbooks, design artefacts, and operational documentation.
- Ensure traceability and compliance with ISO 27001, PSPF, ISM, and Essential Eight uplift activities.
- Contribute to internal audits and provide evidence as required.
About You
- 5+ years in IT service delivery, operations coordination, or service desk management.
- Proven experience facilitating Agile/Scrum ceremonies across technical teams.
- Solid ITSM administration capability (Jira Service Management preferred).
- Demonstrated incident management and multi-disciplinary coordination skills.
- Working knowledge of ISO 27001, ISM, PSPF, and Essential Eight frameworks.
- Excellent communication, stakeholder management, and problem‑solving skills.
- Calm, structured, and decisive under pressure with strong organisational discipline.
- Australian citizenship and ability to obtain AGSVA security clearance.
- Scrum Master/Agile certifications (CSM, PSM, AgilePM).
- Exposure to AWS, containerised services, and DevOps practices.
- ITIL v4 Foundation or similar.
- Training in crisis management, critical communications, or incident command.
You’ll be the operational “nerve centre” for our technical organisation—bringing clarity, structure, and momentum to a fast‑moving engineering environment. You’ll work closely with our CTO and collaborate across engineering, DevOps, support, security, and product functions. This is an impactful role where your discipline, leadership, and coordination will directly shape the customer experience and our organisational maturity.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Project Management and Information Technology
Industries
Software Development
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