technology service delivery manager in Sydney CBD

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job details

sydney cbd, new south wales
job type
working hours
reference number
georgina horwood, randstad
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job description

Technology Service Delivery Manager

Permanent opportunity


$150,000 - $170,000

The Technology Service Delivery Manager carries primary responsibility for technology service outcomes supporting high-performing, resilient, and efficient operational outcomes within the business. You will maximise the return on the companies investment in end-user technology and applications through high standards of customer service and support to the internal customers/employees. Alongside this you will support the operational performance of key partners and stakeholders to protect and grow commercial technology revenue streams.

Experience required:

• - 5+ years in technology service delivery or technology management, preferably including managing or leading a level 1 & 2 IT support function

- ITIL management or process ownership experience (ITIL certification at a superior level is desirable)

• - Experience building great customer service outcomes using ServiceNow

- Relevant degree, certificate or other education in technology an advantage •

- Experience in service design and commercialisation an advantage

Skills required:

• - Strong oral and written communication skills – be articulate, succinct, and clear in both technical and non-technical situations

- Empathy and a strong commitment to customer service excellence – view everything through both a technical and a customer lens

- Confident IT service delivery / ITIL-oriented leadership – be a human, empathetic and approachable leader, yet be ready to bring your expertise to bear and to lead the team boldly

- Influencing – working within your direct authorities but also across teams to deliver great service outcomes

- Commercial acumen and ability to manage your own (delegated) opex, capex and revenue budgets

- Resilience and appetite to learn – the technology team is a challenging but rewarding work environment which suits individuals willing to work hard, enjoy exposure to a vast range of leading-edge and real-time technology platforms, and adapt to change


- Establish and maintain high-quality and metric-driven technology service outcomes for the business by working across both the Technology Services and Infrastructure teams

- Via the Technology Service Desk function, deliver high quality and efficient first and second level IT support services to internal and external customers

- Timely and effective resolution and management of IT incidents

- Timely and efficient completion of IT service requests, the competent management of IT problems through to completion

- Provide leadership and direction to the Service Desk support team to continually improve the delivery of IT services

- Demonstrate and embed a strong customer service focus – in particular, lead a team committed to clear communication, customer expectation management, and delivering to agreed service outcomes

- Routinely benchmark, monitor and improve the performance and efficiency of your function according to agreed metrics. Pursue automation and service efficiency opportunities

- Protect and grow commercial technology revenue streams

- Contribute to the design and development of new technology revenue streams

- Ensure commercial technology services are effectively transitioned to production, enabling revenue streams to be activated on, or ahead of, schedule

- Work with other business units on opportunities to improve commercial and service outcomes using technology

- Manage and respond to technology service escalations and customer feedback

- Lead and embed ITIL principles in technology service management. Be the ITIL process owner of incident management, service fulfilment, problem management, and knowledge management. This list is likely to expand as they continue growing the ongoing ITSM work stream

- Manage the selection and performance of key technology vendors, and their contributions to service delivery

- Maintain a high-performing team of suitably skilled and focused individuals to meet required service outcomes and support levels

- Ensure your team carries out its responsibilities consistent with ITIL best practice, defined technology processes, company policy, and other regulatory requirements

- Oversee the delivery of high-quality and regular “Technology Induction” sessions to help new starters to the business get the most from the investment in end-user technology. These inductions are run by the Technology Service Desk

- Participate with your peers in the Technology “on-call” roster to support the resolution of critical incidents outside of normal business hours

Does this role pique your interest? Please submit your CV via the link or send it directly to, you can reach me on (02) 8235 3303 for further information.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


Technology Service Delivery Manager


Relevant degree, certificate or other education in technology is an advantage

educational requirements