IT Service Delivery / Operations Manager | ITIL | LeadershipExceptional opportunity for an experienced Service Delivery Manager or IT Operations Manager to take ownership of vendor performance, service delivery and an internal helpdesk team within a well-established professional services firm.This is a broad, hands-on leadership role where you will work closely with the CIO to ensure technology providers are delivering against agreed service levels, costs and business expectations.
While vendor management and governance are key parts of the role, this is not a position where you will sit back and simply review reports.
You will need to be comfortable rolling your sleeves up, working through operational issues and supporting the team when required.
You will also have the opportunity to contribute to a range of ICT projects and broader technology initiatives across the firm.You do not need to come from a dedicated vendor management role.
We are equally interested in experienced IT Operations, Service Delivery or IT Support Managers with robust ITIL knowledge, commercial awareness and the confidence to manage vendors, negotiate outcomes and hold service providers accountable.The opportunityWorking closely with the CIO, you will be responsible for the oversight of infrastructure, application, audio visual and support vendors, while leading and mentoring the internal helpdesk team.Your responsibilities will include:Managing outsourced IT providers and vendor relationshipsMonitoring service levels, performance and contractual obligationsLeading service reviews and improvement plansCoordinating incidents, major outages and root cause analysisManaging vendor risks,



security and governance requirementsLeading and supporting the internal helpdesk teamResolving operational and service delivery issuesSupporting core applications, data quality and stakeholder reportingContributing to ICT projects and technology improvementsAbout youYou may currently be working as an IT Operations Manager, Service Delivery Manager, Technology Operations Manager, IT Support Manager or Vendor Manager.To be successful, you will have:Experience managing IT operations, service delivery or outsourced providersStrong knowledge of ITIL service management processesExperience managing vendors against service levels and contractsStrong negotiation and vendor performance management skillsA hands-on approach and willingness to support the teamExperience leading and developing an IT support teamCommercial awareness and experience managing vendor costsKnowledge of technology procurement, risk and governanceExceptional communication skills and the ability to build rapport quicklyConfidence engaging with senior leaders, Partners, technical teams and vendorsThe ability to think outside the box and find practical solutions to problemsThe ability to manage multiple vendors and competing prioritiesAn interest in broader ICT projects and technology initiativesITIL certification will be highly regarded, along with experience in legal or professional services, audio visual or workplace technology, ISO *****, Essential Eight or legal technology platforms.This role will suit a commercially minded operations leader who enjoys working across people, service delivery, vendors and technology.
You will be a confident communicator who builds relationships easily, takes initiative and is prepared to consider different ways of solving problems.It offers plenty of variety, the opportunity to improve how services are managed and the chance to become involved in broader ICT projects across the firm.
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📌 It Service Delivery / Operations Manager | Itil | Leadership (Brisbane)
🏢 Capital Talent Consulting
📍 Brisbane