About the Role

In this role you are responsible for the governance, continual improvement, and operational effectiveness of IT service management practices across the Jaybro Group. You will work closely with technical teams, business stakeholders, and service owners to improve service quality, reduce operational risk, enhance customer experience, and support compliance with ISO 27001 and organisational governance requirements. This role is based at our Arndell Park office, with hybrid work arrangements requiring a minimum of three days per week onsite.

Responsibilities

- Maintain and improve IT service management processes, policies, and standards
- Identify and drive continual service improvement initiatives
- Coordinate Major Incident and Problem Management processes
- Govern the Change Management process, including facilitating Change Advisory Board (CAB) meetings
- Govern and promote the Knowledge Management framework
- Champion self-service and Zero Level Support (L0) capabilities
- Govern the IT Service Catalogue and CMDB
- Develop and maintain service performance reporting, SLA reporting, dashboards, KPIs, and trend analysis for operational and leadership reporting
- Provide insights and recommendations that support informed decision-making and service improvement initiatives
- Support compliance with organisational policies, governance requirements,



and relevant standards including ISO 27001
- Assist with audit activities and monitor adherence to IT service management processes and controls

Requirements

- Bachelor’s degree in information technology, Computer Science, Business Systems, or a related field (or equivalent work experience)
- 2–5 years' experience in IT Service Management, Service Delivery, Governance, or Technology Operations
- Working knowledge of ITIL practices and ITSM frameworks
- Experience with ITSM tools (e.g., Service Desk Plus, ServiceNow, Jira Service Management)
- Strong documentation, coordination, and communication skills
- Analytical mindset with attention to process improvement and operational efficiency

Benefits

- Competitive salary + Profit Share Scheme
- Certified as a Great Place to Work!
- Great company culture & high employee engagement
- Feel like a Business Owner – Make Your Mark!
- Dynamic & Supportive Management & Team
- Employee Reward & Recognition Platform - ELEVATE
- WHEREFIT discounts
- Employee Assistance Program - UPRISE
- Career advancement, training & development programs

Jaybro is an equal prospect employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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📌 IT Service Delivery Analyst (City of Blacktown)
🏢 Jaybro
📍 City of Blacktown