Service Delivery Manager - Opal Next Generation Bus Program

About the role

Trapeze Group, part of Modaxo, is recruiting a Service Delivery Manager for the Bus Solution package of the Opal Next Generation (ONG) program, which reshapes how passengers plan journeys, pay for travel and access real-time information across the NSW Opal-enabled bus network. The role leads service management activities from project delivery through to live operations, linking project, technical and operations teams and partnering with TfNSW. It is based in Sydney, with at least three to four days per week on site.

Key responsibilities

• Own and manage the service management framework and the managed service contract, monitoring performance against SLAs and KPIs and driving corrective action
• Manage period-end service reporting and service reviews, and prepare performance reports for project, operations and client teams
• Apply ITIL best practice and implement and manage the Jira Service Management platform
• Support the transition to BAU operations: define service processes and runbooks, coordinate acceptance testing, and ensure knowledge transfer and training
• Act as the operational point of contact for the customer, manage service incidents and escalations, and present reports to client and governance forums
• Develop resilient service processes, drive continual improvement, and provide financial inputs for budget tracking and commercial reporting
• Identify and escalate risks and issues, support quality assurance, and ensure compliance with legislative, data governance and contractual obligations

Required profile

• Experience in service delivery or service operations in technology, transport or government, covering both project and BAU phases
• Ability to work without direct reports, with initiative and self-direction
• Experience supporting project-to-operations transition, stakeholder management and senior client relationships
• Familiarity with Lean or continuous improvement methods; sound financial literacy
• Attention to detail and organisational skills to balance project and BAU work
• ITIL Foundation certification (minimum); ITIL Practitioner or Managing Professional desirable; PMP or PRINCE2 advantageous
• Tertiary qualification in IT, Business, Engineering or a related discipline desirable
• Australian working rights and willingness to pass an Australian National Police check

Required skills

• ITIL best practice frameworks
• Jira Service Management (desirable)
• Lean or continuous improvement methodologies