Service Delivery Lead

About the role

We are seeking an experienced Service Delivery Manager to provide operational leadership across a portfolio of ICT services and projects within a large and complex healthcare environment.

This role will act as the key interface between customers, project teams and operational stakeholders, ensuring the successful planning, coordination and delivery of ICT services. You will be responsible for managing customer demand, overseeing service delivery processes, driving operational maturity and ensuring projects transition smoothly into sustainable business-as-usual support models.

This is an excellent opportunity for a highly organised and customer-focused professional who thrives in a fast-paced environment a nd enjoys building strong stakeholder relationships while delivering tangible business outcomes.

Key responsibilities

• Act as the primary engagement point for customers, managing incoming demand and service requests.
• Lead the planning, coordination and delivery of ICT services and project-related activities.
• Develop, manage and maintain work packages, service agreements and operational commitments.
• Drive continuous improvement across service management processes, including incident, problem and change management.
• Coordinate the successful transition of projects into ongoing operational support models.
• Monitor and report on service performance, priorities, risks and customer commitments.
• Provide clear visibility of operational status, delivery progress and emerging issues to stakeholders.
• Establish and maintain strong relationships with customers, project teams and operational stakeholders.
• Identify opportunities to improve service maturity, efficiency and customer satisfaction.
• Support governance, reporting and service review activities to ensure delivery objectives are achieved.

Highly desirable criteria

• Demonstrated experience in Service Delivery Management, IT Operations or a similar ICT leadership role.
• Strong stakeholder management skills with the ability to engage effectively across technical and non-technical audiences.
• Proven ability to manage competing priorities and coordinate multiple streams of work simultaneously.
• Experience developing and managing service agreements, operational frameworks and delivery models.
• Strong understanding of incident, problem, change and service management processes.
• Excellent communication, negotiation and relationship-building skills.
• Demonstrated ability to provide structure, direction and leadership in complex environments.
• Strong analytical and problem-solving capabilities with sound judgement and decision-making skills.

Desirable criteria

• Exposure to Data & Analytics environments.
• Knowledge of ITIL frameworks and service management best practices.
• Experience working with product management, data governance or information management functions.
• Experience within large enterprise or government environments.
• Relevant IT Service Management, ITIL or project delivery certifications.

Contact details

For a confidential chat, please contact Patrick on 0487 270 306 or via email at ***email_hidden*** and we would be more than happy to provide you with additional information and assist in the application process.

Please note that a National Police Check might be required as part of pre-employment screening.