• Permanent role |Based in North Paramatta| AU Citizens/PR only
• Experience in ITSM tool — ServiceNow |On site parking |on site role
• Experience in managing IT service desk and IT operations teams

Our client is looking for a Service Delivery Manager (SDM) who will be responsible for the day-to-day management, performance, and continuous improvement of the IT service desk function. The SDM owns the end-to-end service delivery experience — from frontline L1 triage through to L2 technical resolution — and acts as the primary escalation point between the service desk team, IT Operations team and the IT Operations Manager.

--Strong stakeholder management skills| Great career growth opportunity within the organisation| Excellent company profit sharing policy

Key Responsibilities:

Service Operations:

• Own the daily incident and service request queue — ensure tickets are triaged, prioritised, assigned, and resolved within SLA targets
• Monitor and manage ticket hygiene in ServiceNow: category accuracy, caller data quality, assignment group compliance, and resolution note standards
• Act as the primary escalation path for complex or high-impact incidents, coordinating with L2 and infrastructure teams as required
• Maintain operational dashboards and produce regular reporting on queue volume, resolution times, agent workload, and SLA performance
• Oversee and improve inbound routing rules — including email-based ticket creation, auto-assignment, and category/subcategory structure

People Management:

• Directly manage L1 Service Desk Analysts and L2 System Administrators, including scheduling, workload balancing, and performance oversight
• Conduct regular 1:1s, provide coaching and feedback, and own the performance review process for direct reports
• Identify training needs and coordinate capability development — both technical and customer-facing skills
• Manage WFH/hybrid scheduling, roster adherence, and leave planning to maintain adequate coverage across business hours
• Foster a positive team culture with clear expectations around quality, accountability, and continuous improvement

Process & Continuous Improvement:

• Identify repetitive ticket patterns and work with the Head of Security & IT Operations to scope automation opportunities (e.g. scripted resolutions, chatbot triage, workflow automation)
• Maintain and improve the service desk knowledge base — ensure articles are current, complete, and actively used by the team
• Lead process reviews for recurring problem areas (e.g. account provisioning, software requests, access management) and implement procedural improvements
• Contribute to change management processes — assess service desk impact of planned changes and prepare team communications

Stakeholder Engagement:

• Serve as the primary IT contact for business stakeholders escalating service delivery concerns
• Build relationships across divisions to understand operational needs and align service desk capability accordingly
• Communicate planned outages, known issues, and major incident updates to affected users in a timely and professional manner

Key Skills Required:

• Experience in IT service desk and IT operations roles
• Demonstrated experience managing SLAs, ticket queues, and service delivery reporting
• Proficiency with ITSM platforms — ServiceNow strongly preferred
• Strong working knowledge of Microsoft 365, Active Directory, and Windows endpoint environments
• Strong stakeholder relationship building and management skills
• Able to translate technical issues for non-technical stakeholders
• Experience managing performance, conducting 1:1s, and developing team members
• ITIL v4 Foundation certification (or equivalent demonstrated knowledge)

Please Note: All resumes MUST be submitted in Word format.

If you are interested in hearing more about this position, don’t hesitate to contact Sumeet Kaur.