Team Leader, IT Service Delivery

Our purpose is clear; to unite and inspire everyone to love and play cricket. Cricket is so much more than just a game; it brings people together and binds us all through our shared experiences.

This is your opportunity to join a purpose led organisation that truly makes a difference to Australians.

**ABOUT THE ROLE**

We’re looking for someone to provide strategic and operational leadership to the Service Delivery team, ensuring the delivery of high-quality technical support services across Australian Cricket. This role is pivotal in bridging strategic technology initiatives with day-to-day operational excellence. If this sounds like you, we want to hear from you

This is a Career Band 2 position and some of your key responsibilities will include:
**Team Leadership**: Lead, mentor, and develop a team of 7 Service Delivery Analysts, fostering a culture of continuous improvement and technical excellence.
- **Service Improvement**: Drive service improvement initiatives through knowledge management and process refinement.
- **Support Services**: Oversee the delivery of Level 1/2 support services to all Australian Cricket users.
- **Reporting**: Regularly report on team performance, service metrics, and continuous improvement initiatives.
- **Escalation Management**: Ensure proper escalation paths are followed and maintain stakeholder communication.
- **Vendor Management**: Manage vendor contracts and expenses.
- **Major Incident Management**: Act as major incident manager when required, coordinating resources and communication.
- **Asset & Configuration Management**: Oversee IT asset management and maintain the configuration management database (CMDB).
- **Match Support & Events**: Coordinate technical support for cricket matches and major events, ensuring adequate coverage and seamless technical delivery.

**WHO WE ARE LOOKING FOR**- Minimum 5 years IT experience, including 2+ years leading teams (preferred)- Proficiency in Microsoft 365 administration, Active Directory/Azure AD management, Intune endpoint management, Exchange Online etc. and basic infrastructure troubleshooting- Strong stakeholder relationship skills and comfortable having courageous conversations- Strong analytical and problem-solving abilities- Excellent written and verbal communication- Experience leading, mentoring and coaching a team- Experience with licensing optimisation and management, IT Asset Management (2+ years) and asset tracking and reporting- Experience with procurement processes- Experience with Network & Infrastructure, TCP/IP networking fundamentals- Experience with VPN, remote access solutions and basic infrastructure troubleshooting- Experience with Mobile Device Management- Ability to travel interstate as required.

Although not essential, the following experience will be highly regarded:
- Tertiary qualifications (Bachelor's degree) in Technology- ITIL Foundation certification (Intermediate level)- Experience managing remote/distributed teams

**WHAT’S IN IT FOR YOU?**

Our employees at Cricket are gifted an additional week of leave at the end of the season As a CA employee, you will also have other benefits including:
- Tickets to the Cricket for you to take your friends and family and experience Australia’s favourite game- A flexible working environment, meaning we strike the balance of what you need and what works for the business (this isn’t limited to working remotely)- Discounts from our partners such as ASICS and salary packaging options- A multitude of leave types including paid parental leave and volunteer leave

**OUR CULTURE**

Cricket is a sport for all Australians and our workplace reflects that. We recognise our differences are our strength and a diverse and inclusive workforce is fundamental to our success. We strongly encourage Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, people of colour, gender, LGBTIQ+ people, people with diverse religious beliefs and people with a disability to apply. Our culture is founded on our values:
- Aspire- Respect- Lead together

Australian Cricket, including Cricket Australia, is committed to being a child safe organisation and requires all team members to hold a valid Working with Children Check.