IT Service Delivery Lead

About the role

Transdev is seeking an IT Service Delivery Lead to oversee the Service Desk supporting over 4,000 users across more than 80 sites in Australia and New Zealand. The role will transform the desk from reactive support to a proactive, customer‑focused function, enhancing service maturity and employee experience.

Key responsibilities

• Lead and coordinate daily Service Desk operations, ensuring consistent, high‑quality support.
• Coach, develop and support a team of Service Desk Analysts to achieve strong service outcomes.
• Monitor ticket queues, backlogs and SLA performance, taking corrective actions to mitigate service risks.
• Act as escalation point for complex, high‑impact incidents and customer issues.
• Promote a customer‑first culture emphasizing ownership, empathy and professionalism.
• Strengthen ITIL‑aligned Incident, Request, Problem and Change Management practices.
• Champion service improvement initiatives, self‑service capabilities and shift‑left support.
• Partner with Infrastructure, Application Support, Cyber and Field Services teams to ensure seamless delivery.
• Support project and technology rollouts by preparing the Service Desk operationally.
• Contribute to reporting, trend analysis, automation and service performance improvements.

Required profile

• 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.

Required skills

• ITIL framework
• ServiceNow
• Jira Service Management