IT Operations & Service Delivery Lead- Full Time

West HQ is one of Western Sydney's leadingentertainment, hospitality, fitness and lifestyle destinations.Behind our diverse venues and experiences is a technologyenvironment that operates around the clock.

We're looking for an experienced IT Operations & ServiceDelivery Lead to join our ICT team and help deliverreliable, responsive and continually improving technology servicesacross our 24/7 operations.

Reporting to the Head of ICT , this is ahands-on Team Lead role where you'll coordinate day-to-day ICToperations, guide Support Engineers, manage technical escalationsand help strengthen service delivery across the business. You'llalso use Power BI and operational data to identify trends, improveperformance and support better decision-making.

The day-to-day:

- Coordinate daily IT service delivery, priorities andoperational escalations
- Act as the senior technical escalation point for major andbusiness-impacting incidents
- Drive effective Incident, Problem, Change and Service RequestManagement
- Monitor SLAs, ticket performance, recurring incidents andservice trends
- Develop Power BI dashboards and operational reporting toidentify trends and improvement opportunities
- Support business-critical applications, integrations anddigital services
- Provide operational support across Microsoft 365, ActiveDirectory, Entra ID, Windows Server, endpoints andinfrastructure
- Improve automation, monitoring, documentation, self-service andknowledge management
- Provide technical guidance and mentoring to SupportEngineers
- Coordinate vendor escalations and build strong relationshipswith internal stakeholders




- Support the transition of new technology services into BAUoperations

Our perfect fit:
You're an experienced IT professional who enjoys being hands-on,solving complex problems and taking ownership from issue through toresolution.

- 5+ years' experience across IT operations, service delivery,infrastructure or application support
- Practical ITIL/ITSM experience across Incident, Problem andChange Management
- Experience managing technical escalations and majorincidents
- Strong knowledge of Microsoft 365, Active Directory/Entra ID,Windows Server, networking, endpoints and businessapplications
- Practical Power BI experience, including developing dashboardsand operational reports
- The ability to interpret application and operational data andturn it into meaningful insights
- Strong troubleshooting, customer service, stakeholder andvendor management skills
- The ability to guide and mentor technical colleagues
- A proactive, accountable and customer-focused approach

Highly regarded

- ITIL Foundation or higher certification
- PowerShell, automation or monitoring experience
- Exposure to POS, EFTPOS, PMS or other venue-basedtechnology
- Experience within hospitality, entertainment, gaming, hotels,fitness or another 24/7 environment

Why this role

This is an opportunity to take a leading role in the day-to-daydelivery of technology services across a diverse and fast-pacedorganisation. You'll have the opportunity to influence how ICToperates, improve service standards and help build a moreproactive, data-led and resilient technology workplace.

If you enjoy solving complex operational issues, working acrosstechnology and data, supporting others and taking ownership throughto resolution, we'd love to hear from you.

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📌 IT Operations & Service Delivery Lead- Full Time (Sydney)
🏢 West Hq
📍 Sydney