Job Description
Service Delivery Operations Lead - Apps & EUS
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Service Delivery Operations Lead - Apps & EUS
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Position Summary
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The Staff Tech Ops Lead provides senior operational leadership across business applications, Service Delivery Management (SDM) and End User Services (EUS).
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The role owns service stability, operational performance, supportability and continuous improvement across business-critical technology services. Working closely with Global Technology, Engineering, Project and Business teams, the role will establish scalable support models that improve service quality and enable continued business growth.
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The role combines strategic leadership with operational execution, ensuring effective incident management, operational readiness, automation and a strong end-user technology experience.
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Key Responsibilities
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Application Support & Service Delivery
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Own operational outcomes for business-critical applications and services.
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Act as a senior escalation point for major incidents and business-impacting issues.
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Lead Incident, Problem, Change and Service Request management.
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Establish proactive support models that improve stability and reduce recurring incidents.
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Partner with Engineering and Development teams to improve application supportability, monitoring and resilience.
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Drive service reporting, operational governance and performance management.
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End User Services
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Provide leadership and governance across End User Services.
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Improve the overall associate technology experience and support responsiveness.
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Develop scalable support models aligned to business growth.
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Drive improvements in knowledge management,



self-service and support processes.
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Partner with business stakeholders to translate user needs into technology improvements.
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Operational Readiness & Transition
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Establish operational acceptance criteria for current applications and technology services.
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Ensure appropriate documentation, monitoring, ownership and support processes are in place before go-live.
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Lead the transition of new services from projects into BAU.
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Reduce dependency on Engineering, Development and Project teams for ongoing operational support.
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Lead Continuous Service Improvement across Applications and EUS.
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Identify opportunities to automate repetitive processes and reduce manual effort.
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Use service metrics, incident trends and user feedback to drive improvements.
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Promote modern service management, DevSecOps and proactive support practices.
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Build strong relationships with business and technology stakeholders.
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Manage key vendors and managed service providers, driving performance and accountability.
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Represent operational requirements within Global Technology forums.
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Provide clear communication and leadership during major incidents and critical business periods.
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What Success Looks Like
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Improved application stability and service quality.
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Faster resolution of major incidents.
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Reduced recurring incidents and manual support effort.
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Strong operational readiness and successful project-to-BAU transitions.
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Increased automation and self-service.
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Strong vendor performance and accountability.
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A scalable operating model capable of supporting continued business growth.
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📌 Service Delivery Operations Lead - Apps & Eus (New South Wales)
🏢 The Network
📍 New South Wales