- Sydney CBD
- Hybrid Working
- Excellent work culture

IT Service Design & Transition Manager, Perm, Sydney CBD, Hybrid working

Your new company

Join a well-established, purpose-led financial services organisation based in Sydney. You will become part of a collaborative Information Services function that is focused on delivering reliable technology services and a positive experience for its internal users.

Your new role

As IT Service Design and Transition Manager, you will lead the team responsible for delivering Level 1 and Level 2 technology support across the organisation. You will oversee incidents, service requests and escalations, monitor performance against SLAs and KPIs, and ensure workloads are effectively managed.

This is a hands-on service role where you will coach and develop the support team, improve ITIL-aligned processes and work closely with infrastructure, applications, cyber and digital workplace teams. You will also help introduce automation and self-service improvements, manage vendor relationships and ensure IT support activities meet security, risk and compliance requirements

What you'll need to succeed

You will bring approximately five years of experience across Level 1 and Level 2 IT support, together with previous experience leading, mentoring or supervising a service support team.



You will have a strong understanding of ITIL practices covering incident, problem, change and request management, along with experience using an IT service management platform such as ServiceNow or BMC Remedy. You will be confident managing escalations and major incidents, tracking service performance and building effective relationships with business users, technical teams and third-party providers.

ITIL v4 Foundation or Practitioner certification is essential.

Experience supporting Microsoft 365, Azure or technology services within a regulated environment would be advantageous.

What you'll get in return

You will receive a salary of $115,000 plus superannuation and the opportunity to lead a customer-focused IT support function within an established financial services organisation. The position offers a broad mix of people leadership, operational service management and continuous improvement, with exposure to contemporary workplace and cloud technologies.

What you need to do now

Please apply now, or drop me your CV on [email protected]

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

📌 IT Service Design & Transition Manager (Sydney)
🏢 Hays
📍 Sydney