Service Delivery Manager

About the role

M&T Resources is seeking an experienced Service Delivery Manager to lead technology operations and service delivery across the organisation, reporting to the General Manager of Business Technology. The role ensures technology services are reliable, efficient and aligned with business needs, leading operational support teams, overseeing service performance, managing escalations and driving continuous improvement. It is based in Port Melbourne with a 5-day onsite arrangement.

Key responsibilities

• Lead day-to-day technology service delivery and operational support.
• Manage incidents, problems, changes and escalations, ensuring timely resolution and clear communication.
• Monitor service performance, KPIs and service levels, identifying opportunities for continuous improvement.
• Lead, coach and develop operational teams, fostering accountability, collaboration and high performance.
• Build relationships with business stakeholders, technical teams and external service providers.
• Coordinate major incident management, post-incident reviews and corrective actions.
• Improve operational processes, service stability and technology readiness for changes and releases.
• Ensure technology services meet security, risk, governance and compliance requirements.
• Provide regular service performance reporting and communicate operational risks and priorities to stakeholders.

Required profile

• Minimum 5 years' experience in technology operations, service delivery, infrastructure or IT support management.
• Demonstrated experience leading technical or operational teams.
• Proven experience managing incidents, service performance, operational risks and continuous improvement initiatives.
• Experience managing third-party vendors and working with multiple business and technical stakeholders.
• Strong communication, leadership and stakeholder management skills, able to engage technical and non-technical audiences.
• Experience in regulated or governance-focused environments is highly regarded.

Required skills

• Strong knowledge of IT Service Management (ITSM) principles, ideally with ITIL certification or experience.
• Understanding of infrastructure, cloud services and application support environments.
• Technical exposure to AWS, Linux, scripting and networking.
• Knowledge of information security practices and compliance frameworks is desirable.

The position is an initial 6-month fixed-term contract with an attractive salary package. Candidates can apply through the Apply Now button or by sending their CV to the recruiter named in the listing.