Job Description

Looking for an opportunity to lead a major IT servicetransformation while making a meaningful difference?

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Join Sunnyfield as our Service Delivery Manager andplay a pivotal role in establishing a high-performing in-house support modelthat delivers reliable and customer-focused technology services across theorganisation.

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As we transition from an external Managed Service Provider(MSP) to an in-house model, you'll lead the development of a high-performingService Desk, building capability, improving service experiences and supportingemployees across the organisation.

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This is an opportunity to lead meaningful transformation,shape service delivery strategy, build internal capability and create lastingimpact in a purpose-driven organisation.

What's in it for you? n

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- Lead a major IT service transformation initiative
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- Build and develop a high-performing Service Desk team
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- Join a values-led organisation where people can Grow and Belong
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- Hybrid working options available
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- Salary packaging to increase your take-home pay
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- Free, 24/7 confidential counselling for you and your immediate family
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- Fitness Passport access for you and your family
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Lead service excellence by: nn
- Leading the day-to-day operation of Sunnyfield's internal Service Desk, ensuring high-quality support and service outcomes.
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- Building, developing and leading a customer-focused Service Desk team.
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- Managing incidents, service requests, escalations and major incidents while maintaining strong customer communication.
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- Leading the transition of IT support services from an MSP to an internal operating model, including knowledge transfer and operational readiness.
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- Establishing and optimising service catalogues, workflows, knowledge bases, dashboards and self-service capabilities.
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- Managing technology vendors and service providers to ensure value, accountability and strong service outcomes.
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- Driving continuous improvement initiatives that enhance service quality, efficiency and user experience.
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Why we want you: nn
- Demonstrated experience leading an enterprise IT Service Desk, End User Computing or technology support function.
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- Proven experience managing service transitions, knowledge transfer and operational readiness activities.
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- Strong leadership capability with experience building, coaching and developing high-performing teams.
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- Sound understanding of ITIL-aligned service management practices, including incident, problem, change and service level management.
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- Experience with service management platforms such as Jira Service Management, ServiceNow or similar solutions.
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- Strong knowledge of Microsoft 365, endpoint management, identity and access management within enterprise environments.
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- Excellent stakeholder management, communication and reporting skills, with the ability to influence change across complex environments.
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- Experience transitioning IT services from an outsourced provider to an internal support model will be highly regarded.
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Why choose Sunnyfield? n

With 74 years of experience, Sunnyfield supports people with disability toLive, Learn, Work and Belong. Technology plays a critical role in enabling ourservices and supporting our people to deliver meaningful outcomes across ourcommunities.

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At Sunnyfield, you'll be part of a values-led organisationwhere your leadership will influence how technology services are deliveredacross the business. You'll have the prospect to build capability, driveinnovation and improve experiences for employees, clients and serviceenvironments.

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Sunnyfield is a Place to Grow and Belong, where people areempowered to develop their careers, make an impact and contribute to somethingbigger than themselves. If you're looking to lead transformational change whilemaking a genuine difference, you'll find both purpose and opportunity here.

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If you're passionate about service excellence, leadershipand technology transformation, we'd love to hear from you.

Must haves: n

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- Demonstratedexperience leading IT Service Delivery, Service Desk or End User Computingfunctions.
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- Experiencemanaging enterprise service management processes and teams.
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- Strongknowledge of Microsoft 5 and modern workplace technologies.
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- Currentdriver's licence and willingness to travel to Sydney and regional siteswhen required.
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- Abilityto successfully obtain a National Criminal History Check clearance.
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- Relevanttertiary qualifications in Information Technology, Business or a relateddiscipline are highly regarded.
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- ITILcertification and related service management certifications are desirable.
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📌 Service Delivery Manager (Sydney)
🏢 Sunnyfield
📍 Sydney