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

Solid 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 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.

📌 IT Operations (Sydney)
🏢 West Hq
📍 Sydney