IT Service Delivery Lead

- IT Service Desk Management
- Onsite in Caulfield with 1-2 Days WFH
- Band 7 / $113,177 – $126,783 Super Benefits

The Opportunity

Are you a passionate IT Service Desk Leader who thrives at the intersection of service delivery, workplace technology, and customer experience? We are seeking an experienced IT Service Delivery Lead to drive modern, secure, and user-centric digital tools across a dynamic public sector organisation.

In this high-impact role, you will champion the end-user technology experience for staff and lead a dedicated IT Service Desk team. You will ensure technology services are reliable, aligned with business needs and delivered to high standards of governance and security.

Key Responsibilities

- Team Leadership: Lead, coach, and roster a team of IT Service Desk Officers (3 direct reports), fostering technical growth and a strong customer-centric service culture.
- Service Management & ITIL: Oversee daily service delivery, incident/request/change/problem management, and operational performance across M365, Windows 11 environments, server-based applications, and identity management.
- Continuous Improvement: Monitor service trends, analyse operational metrics, and execute continuous improvement initiatives to enhance security, efficiency, and overall user satisfaction.
- Technology Adoption & Enablement: Lead tech communications, user guidance, and change activities to ensure seamless adoption of new tools, platform updates, and feature rollouts.
- Infrastructure & Vendor Oversight: Manage dependencies across M365, Active Directory, Entra ID, Defender, Purview, VMware, and collaborate with external vendors and managed service providers.
- Operational Governance & Budgeting: Contribute to operational planning,



manage the Service Desk budget, oversee relevant contracts, and ensure alignment with cyber security frameworks.

Key Experience

- Background: Proven experience managing IT service delivery in a medium-to-large organisation alongside a tertiary qualification in IT/Computer Science (or equivalent industry experience)
- Leadership Skills: Demonstrated experience supervising or leading team members in an operational IT support environment.
- Technical Skills:
- Hands-on expertise in Microsoft 365 administration (Active Directory, Entra ID, Exchange Online, Defender, Purview, Teams, SharePoint, OneDrive, Viva Engage).
- Solid understanding of Windows Server, Active Directory, and virtualised infrastructure (VMware).
- Experience with modern workplace management, collaboration tools, mobility solutions, and meeting room technology.

- ITIL Certified: Strong experience with ITIL-based framework practices (Incident, Problem, Request, Change).
- AI & Modern Tech Literacy: Experience utilising AI tools and automation to optimise service delivery and business efficiency.
- Solid Communication: Outstanding ability to translate complex technical concepts into clear, user-friendly communication.
- Vendor & Risk Management: Experience managing third-party vendors and an understanding of cyber security considerations.

Position Requirements To be successful, candidates must hold or be willing to obtain:

- Valid Working Rights in Australia
- National Police Check
- Working with Children Check (Employee)

The official title of this position will be Technology Experience & Service Delivery Coordinator. Apply Now If you are an experienced IT service leader ready to make a tangible impact, submit your CV outlining your suitability based on the selection criteria above.

📌 IT Service Delivery Lead (Caulfield)
🏢 Redwolf + Rosch
📍 Caulfield