Head of Enterprise Service Delivery

The role involves defining and driving the enterprise-wide Service Integration and Management (SIAM) strategy to ensure consistent, effective and value-driven service delivery across all technology domains.

This will involve establishing the strategic direction for the design and implementation of new and enhanced ITSM practices and enterprise services, as well as developing and maintaining a long-term roadmap for capability uplift that aligns with enterprise priorities.

The successful candidate will lead the Technology Experience team to enhance end-user satisfaction, service usability, productivity and accessibility through user insights, journey mapping and service design.

Key responsibilities include leading the Integrated Service Operations function to ensure high availability, rapid resolution, and seamless integration of service activities across teams, driving improvements in service performance through robust monitoring, reporting, service level management and experience level management practices.

Additionally, the role will involve developing and maturing service management capabilities such as Service Design and Service Transition, guiding strategic development and adoption of service management platforms, establishing governance and configuration standards for platform modules, and ensuring consistency, scalability and audit readiness.

Required Skills and Qualifications:

• Extensive commercial experience in IT Service Management or related roles, including at least 3 years in a senior leadership capacity within a large, complex organisation.
• Proven experience designing and leading enterprise service integration and management frameworks across federated environments.
• Strong track record in uplifting ITIL capabilities at scale and introducing new service domains such as Asset, Configuration and Knowledge Management.
• Experience leading multidisciplinary teams, including service operations, experience design and platform/product owners.
• Demonstrated success in implementing enterprise ITSM platforms and enabling automation, AI/ML, or self-service capabilities.
• Experience working in or with shared services, multi-vendor ecosystems, or IT outsourcing environments.
• ITIL v4 Managing Professional or Strategic Leader certification highly desirable.
• Strong strategic thinking and planning capabilities, with a demonstrated ability to influence cross-functional technology strategies.
• Advanced leadership and stakeholder engagement skills, with a focus on collaboration across business and technical teams.
• Excellent understanding of ITSM tools, process automation, and service experience metrics.
• Ability to blend customer-centric design thinking with operational rigour and governance.
• Tertiary qualifications in Information Technology, Business, Engineering, or a related discipline.

Benefits:

• Flexible working options: A positive work-life balance is actively encouraged and hybrid working options are provided to help achieve it.
• Office perks: A range of amenities including a gym facility, fitness classes, free parking, BBQ area, mini-market, fooderie hub and school holiday program.
• Discounts: Eligible team members receive a 5% discount on supermarket and liquor purchases, with additional periods of double discount and hot deals exclusive to team members.
• Reward through recognition: Recognition linked to company values can be accumulated and redeemed in an online shop for gifts and electronic gift cards.
• Opportunities for learning and development: Various career development programs and job-specific training are available to satisfy individual needs.
• Paid parental leave: Permanent team members are offered paid parental leave to support balancing work and family life.
• Investment in your future: An annual team member share plan allows eligible team members to make pre-tax salary sacrifice deductions to purchase company shares.

About Us:

We strive to create a workplace that is safe and respectful for our team. We welcome applications from people of all ages, cultures, abilities, sexual orientation and gender identities. Adjustments can be made to support candidates with disabilities.