Service Delivery Lead – Fixed Income Production Services

Responsible for ensuring stability, availability, performance, and continuous improvement of critical Fixed Income production services within Securities & Payments Technology. Provides end‑to‑end service leadership across applications, infrastructure, vendors, and business stakeholders. Acts as the delegate for service owner for Fixed Income platforms, driving operational excellence, incident, problem, service improvement, risk reduction, regulatory compliance, and delivery of change while maintaining service resiliency and customer confidence. Provides 24x7 on‑call support for high‑priority incidents outside regular office hours.

Responsibilities

- Own overall service delivery lifecycle for Fixed Income platforms, ensuring services meet business expectations and operational commitments.
- Develop and maintain service level objectives (SLOs), KPIs, and operational dashboards to measure service performance and customer outcomes.
- Lead regular service review meetings with stakeholders, providing transparency on performance, risks, issues, and improvement initiatives.
- Ensure operational support models, documentation, runbooks, and knowledge management practices are maintained.
- Drive service maturity initiatives, including automation, observability, capacity management, and operational resilience improvements.
- Manage service risks, dependencies, and operational readiness to sustain service excellence.
- Collaborate with Architecture, Engineering, Infrastructure, Cyber Security,



and Operations teams to continuously improve reliability and customer experience.

Project & Change Delivery

- Act as Technology Service Lead for projects impacting Fixed Income services, ensuring operational and support requirements are embedded from initiation to production implementation.
- Partner with Project Managers and Technology Leads to deliver strategic initiatives, regulatory programs, and infrastructure upgrades.
- Provide service impact assessments, operational risk evaluations, and production readiness approvals for change initiatives.
- Ensure projects meet operational acceptance criteria, including monitoring, alerting, support processes, documentation, resilience testing, and disaster recovery requirements.
- Oversee transition‑to‑support activities and knowledge transfer from project teams to operational teams.
- Track project risks, dependencies, and milestones, escalating issues that impact delivery, stability, or business outcomes.
- Support business case development, resource planning, and technology roadmap initiatives for Fixed Income services.
- Drive successful implementation of technology transformation initiatives, balancing business value with service stability and resilience.

Must Have

- 8+ years of experience in Technology Service Management,



Application Support, Production Support, or Service Delivery roles.
- Experience managing mission‑critical financial market, banking, payments, or trading platforms.
- Strong understanding of ITIL Service Management practices (Incident, Problem, Change, Service Level).
- Proven experience leading major incident management and stakeholder communications.
- Experience working across technology, infrastructure, cybersecurity, and business teams.
- Strong analytical, troubleshooting, and risk management capabilities.
- Excellent communication and stakeholder management skills.
- Demonstrated ability to manage competing priorities in a complex, high‑pressure setting.

Nice to Have

- Experience supporting Fixed Income, Settlement, Custody, Payments, SWIFT, Collateral Management, or Financial Market Infrastructure systems.
- Knowledge of cloud technologies, observability platforms, automation, and DevOps practices.
- Understanding of regulatory and operational resilience requirements within financial services.
- ITIL Certification and/or relevant industry certifications.

Requirements

- Legal authorization to work in Australia on a permanent basis without restrictions.
- Ability to provide 24x7 on‑call support for high‑priority incidents outside regular office hours.

Additional Information

We encourage you to apply even if you don’t meet all the criteria for this role. If you need adjustments during the application or interview process, please let us know at .

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📌 Service Delivery Lead (City of Sydney)
🏢 ASX
📍 City of Sydney