IT Service Delivery / Operations Manager | ITIL | Leadership
Exceptional prospect 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 strong ITIL knowledge, commercial awareness and the confidence to manage vendors, negotiate outcomes and hold service providers accountable.
The opportunity
Working 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 relationships
Monitoring service levels, performance and contractual obligations
Leading service reviews and improvement plans
Coordinating incidents, major outages and root cause analysis
Managing vendor risks, security and governance requirements
Leading and supporting the internal helpdesk team
Resolving operational and service delivery issues




Supporting core applications, data quality and stakeholder reporting
Contributing to ICT projects and technology improvements
About you
You 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 providers
Strong knowledge of ITIL service management processes
Experience managing vendors against service levels and contracts
Strong negotiation and vendor performance management skills
A hands-on approach and willingness to support the team
Experience leading and developing an IT support team
Commercial awareness and experience managing vendor costs
Knowledge of technology procurement, risk and governance
Exceptional communication skills and the ability to build rapport quickly
Confidence engaging with senior leaders, Partners, technical teams and vendors
The ability to think outside the box and find practical solutions to problems
The ability to manage multiple vendors and competing priorities
An interest in broader ICT projects and technology initiatives
ITIL 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 (Queensland)
🏢 Capital Talent Consulting
📍 Queensland