About Us

At Transdev, we don’t just move people—we empower communities. As a global leader in mobility solutions, we deliver safe, innovative, and sustainable transport services across Australasia. From buses and trains to ferries and light rail, our teams make a real difference to the lives of millions of passengers every year.

About Us

At Transdev, we don’t just move people—we empower communities. As a global leader in mobility solutions, we deliver safe, innovative, and sustainable transport services across Australasia. From buses and trains to ferries and light rail, our teams make a real difference to the lives of millions of passengers every year. With over 100,000 employees worldwide, we are united by a shared mission to serve the common good through technology, innovation, and community-focused service.

Your impact

As our IT Service Delivery Lead, you will be responsible for the day-to-day leadership, performance, and continuous improvement of the IT Service Desk across Transdev ANZ. You'll lead a team of Service Desk Analysts and play a critical role in transforming the Service Desk from a reactive support function into a proactive, customer-focused, and continuously improving service capability. Supporting approximately 4,000 users across 80+ locations, you'll help shape how employees experience IT while strengthening service maturity, operational excellence, and IT's reputation across the organisation.

Previous applicants need not apply.

What You'll Do

- Lead and coordinate daily Service Desk operations, ensuring consistent, high-quality support delivery.
- Coach, develop, and support a team of Service Desk Analysts to achieve strong service outcomes.
- Monitor ticket queues, backlogs, and SLA performance, taking action to address service risks.
- Act as the escalation point for complex, high-impact incidents and customer issues.
- Drive a customer-first culture focused on ownership, empathy, and professionalism.
- Strengthen ITIL-aligned Incident, Request, Problem, and Change Management practices.




- Champion service improvement initiatives, self-service capability, and shift-left support practices.
- Partner with Infrastructure, Application Support, Cyber, and Field Services teams to ensure seamless service delivery.
- Support project and technology rollouts by ensuring the Service Desk is operationally ready.
- Contribute to reporting, trend analysis, automation initiatives, and service performance improvements.
- Participate in an on-call rotating roster (approximately 1 week in every 4-6 week cycle).

What You Bring

Experience & qualifications:

- Minimum 5 years' experience in IT service operations, service management, or enterprise support environments.
- Previous experience leading or coordinating a Service Desk or frontline support team.
- Strong knowledge of ITIL-aligned Incident, Problem, Request, and Change Management processes.
- Experience with enterprise ITSM platforms such as ServiceNow or Jira Service Management.
- Experience managing SLA performance and using service metrics to drive improvement.
- ITIL Foundation certification required.
- Relevant IT qualifications or certifications highly regarded.

Skills & Attributes

- Robust leadership skills with the ability to coach, motivate, and develop teams.
- Excellent communication skills and the ability to translate technical issues for non-technical audiences.
- Genuine customer-first mindset and passion for service excellence.
- Strong organisational, analytical, and problem-solving capabilities.
- Calm and effective under pressure, particularly during major incidents or escalations.
- Collaborative approach with a commitment to continuous improvement and knowledge sharing.

Why join Transdev?

- Make an Impact: Support critical technology services that keep public transport moving across Australasia.
- Drive Transformation: Help mature IT service delivery, customer experience, and operational excellence.
- Lead Great People: Develop and mentor a high-performing team in a collaborative environment.
- Grow Your Career: Access opportunities across a global organisation committed to innovation and develo

📌 IT Service Delivery Lead (Melbourne)
🏢 Transdev Australia and New Zealand
📍 Melbourne