Service Delivery Manager - Brisbane 2032

About the role

Brisbane 2032, the Olympic and Paralympic Games Organising Committee, is recruiting a Service Delivery Manager through Randstad. The role develops and manages the Technology Service Delivery capability, acting as the central point of coordination for all Technology Service Desk matters. It oversees service performance, stakeholder engagement, issue resolution and escalations, working with internal Technology teams and external service providers. The position closes on 16 November at 4pm.

Key responsibilities

• Lead the development and management of the Technology Service Delivery capability, keeping services reliable, responsive, scalable and customer focused.
• Act as the central coordinator for Technology Service Desk matters, including service performance, issue resolution, escalations and stakeholder communications.
• Lead the implementation and continuous improvement of IT Service Management (ITSM) processes aligned with ITIL principles.
• Oversee the ServiceNow platform, including workflows, service reporting and service management processes.
• Develop and maintain the Technology Service Catalogue, defining services, service levels, ownership and support arrangements.
• Coordinate Identity and Access Management (IAM) processes such as access provisioning, onboarding, role changes and offboarding, in line with security and governance requirements.
• Build relationships with Technology teams, functional areas and external service providers.
• Lead service transition, knowledge transfer and operational readiness as the organisation moves toward its Games Time operating model.
• Support the design of a scalable technology support model for enterprise operations, test events, rehearsals and Games Time.
• Monitor service performance, identify risks and improvements and drive continuous improvement.

Required profile

• Experience implementing or managing enterprise service delivery operations, including Service Desk functions, ITIL-aligned processes and continuous improvement.
• Ability to build trusted relationships with business stakeholders, technology leaders, technical specialists and external providers.
• Strong planning, communication and problem-solving skills, with experience coordinating technical specialists and managing competing priorities.
• Experience coordinating service transitions, knowledge transfer and the integration of multiple service providers, including operational readiness for major events.
• No specific qualifications required.

Required skills

• Experience with ServiceNow or comparable ITSM platforms, including service catalogue design, workflow development and service reporting.
• Sound understanding of identity lifecycle management, access provisioning, onboarding, role changes and offboarding, including governance and security requirements.

To apply, submit an updated resume and a 1-2 page suitability statement as one document, highlighting relevant experience and lived experience. Applications are reviewed on a rolling basis and close on 16 November at 4pm.