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 prospect 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 environment.
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