Job Description

At Transdev, we don't just move people—we empower communities. As a global leader in mobility solutions, we deliver safe, innovative, and sustainable transport services across Australasia. From buses and trains to ferries and light rail, our teams make a real difference to the lives of millions of passengers every year.

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With over 100,000 employees worldwide, we are united by a shared mission to serve the common good through technology, innovation, and community-focused service.

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Your impact

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As our IT Service Delivery Lead, you will be responsible for the day-to-day leadership, performance, and continuous improvement of the IT Service Desk across Transdev ANZ. You'll lead a team of Service Desk Analysts and play a critical role in transforming the Service Desk from a reactive support function into a proactive, customer-focused, and continuously improving service capability.

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Supporting approximately 4,000 users across 80+ locations, you'll help shape how employees experience IT while strengthening service maturity, operational excellence, and IT's reputation across the organisation.

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This role can be based in Sydney or Melbourne.

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What you'll do

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- Lead and coordinate daily Service Desk operations, ensuring consistent, high-quality support delivery.
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- Coach, develop, and support a team of Service Desk Analysts to achieve strong service outcomes.
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- Monitor ticket queues, backlogs, and SLA performance, taking action to address service risks.
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- Act as the escalation point for complex, high-impact incidents and customer issues.
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- Drive a customer-first culture focused on ownership, empathy, and professionalism.
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- Strengthen ITIL-aligned Incident, Request, Problem, and Change Management practices.
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- Champion service improvement initiatives,



self-service capability, and shift-left support practices.
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- Partner with Infrastructure, Application Support, Cyber, and Field Services teams to ensure seamless service delivery.
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- Support project and technology rollouts by ensuring the Service Desk is operationally ready.
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- Contribute to reporting, trend analysis, automation initiatives, and service performance improvements.
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What you bring

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- Minimum 5 years' experience in IT service operations, service management, or enterprise support environments.
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- Previous experience leading or coordinating a Service Desk or frontline support team.
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- Strong knowledge of ITIL-aligned Incident, Problem, Request, and Change Management processes.
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- Experience with enterprise ITSM platforms such as ServiceNow or Jira Service Management.
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- Experience managing SLA performance and using service metrics to drive improvement.
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- Relevant IT qualifications or certifications highly regarded.
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Skills & Attributes:

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- Strong leadership skills with the ability to coach, motivate, and develop teams.
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- Excellent communication skills and the ability to translate technical issues for non-technical audiences.
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- Genuine customer-first mindset and passion for service excellence.
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- Strong organisational, analytical, and problem-solving capabilities.
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- Calm and effective under pressure,



particularly during major incidents or escalations.
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- Collaborative approach with a commitment to continuous improvement and knowledge sharing.
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Make an Impact: Support critical technology services that keep public transport moving across Australasia.

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Drive Transformation: Help mature IT service delivery, customer experience, and operational excellence.

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Lead Great People: Develop and mentor a high-performing team in a collaborative environment.

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Grow Your Career: Access opportunities across a global organisation committed to innovation and development.

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Purpose-Driven Work: Use technology to improve services for employees, customers, and communities.

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Diversity, equity & inclusion

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At Transdev, we believe that diverse perspectives create stronger teams, drive innovation, and help us better serve the communities in which we operate.

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We are proud to be an equal chance employer and welcome applications from people of all backgrounds, including First Nations Peoples, people with disabilities, LGBTQIA+ individuals, veterans, and people from culturally and linguistically diverse communities.

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Our commitment to inclusion is reflected in our achievements. In 2026, Transdev was recognised as a Top 101 Employer for Women for the second consecutive year and achieved Silver Employer status in the Australian Workplace Equality Index (AWEI).

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If you require adjustments during the recruitment process, please let us know—we're here to support you.

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If you're passionate about leadership, service excellence, and building outstanding user experiences, we'd love to hear from you!

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Applications may close ahead of advertised date if a high volume of applications is received.

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📌 IT Service Delivery Lead (Victoria)
🏢 Transdev
📍 Victoria