Service Delivery Lead, Managed Services

**Work options**: Hybrid

At Esri Australia, our mission is to make Geographic Information Systems (GIS) more accessible, turning this powerful technology into a widely recognised resource that drives business decisions and transformation. As part of the Boustead Geospatial Group, we provide geospatial solutions not only in Australia, but also across Indonesia, Malaysia, and Singapore, Bangladesh, all powered by Esri’s world-leading geospatial technology - ArcGIS.

**Please note that you will be required to complete a satisfactory AFP National Police Check certificate as part of the pre-employment process.**

**About the Role**

The Service Delivery Lead is responsible for supporting the end-to-end operational service delivery of Managed Services offerings for Esri Australia. Working closely with the Operations Manager and Senior Manager, Managed Services - the Service Delivery Lead will deliver required client outcomes with the framework of a desirable client experience.

Here’s what a typical day will look like:

- Manage service delivery to ensure key performance indicators of retention and growth are achieved.
- Work with the Senior Manager, Managed Services to implement and manage ongoing initiatives to ensure continual improvement.
- Work with key stakeholders to develop documentation, systems and processes to streamline day-to-day operations - aligned with client and business outcomes.
- Oversee and manage the day-to-day Incident, Problem, Change and Release management processes as prescribed within the ITIL framework.
- Lead the delivery of current service contracts - contract management and administration aligned with key performance indicators.
- Prepare reports on client BAU activities and lead governance presentations to clients as required.
- Work with Operations and Senior Manager, Managed Services and Business Development team on initiatives that drive renewal and growth of the services portfolio
- Provide leadership to the team to ensure clients receive a highly professional service.

**About You**

We are seeking a proactive service professional to lead the seamless delivery of Managed Services operations, drive process optimisation to support scalable growth, and champion continuous improvement through strong governance, reporting, and stakeholder engagement.

You are a confident communicator who brings an understanding of GIS technology, working closely with clients to manage and support mission-critical GIS enterprise technologies, ensuring services are delivered effectively and aligned to contractual scope

What we need from you:

- Tertiary qualification in IT (bachelor’s preferred).
- 5+ years of experience driving IT service operations, with a strong focus on coordination, ownership, and service excellence.
- 3+ years managing client-facing delivery within ITIL-aligned environments, demonstrating deep understanding of service frameworks and operational accountability.
- Experience working with Esri technologies or complex enterprise technologies.
- Excellent client engagement and stakeholder management skills.
- Proven ability to manage service contracts and SLAs.
- Commercial awareness, including budgeting and business planning.
- Experience with tenders and proposal responses.
- Solid understanding of the ITIL framework.
- Eligibility to gain and maintain an AGSVA security clearance is highly regarded.
- Self-starter with excellent time management and delivery focus.
- Exceptional communication and interpersonal skills.
- Highly organised, adaptable, and able to manage shifting priorities.
- You must hold current permanent and full-time working rights in Australia.
- Attitude and behaviour align with Esri Australia’s core values.

**Why Esri Australia**

At Esri Australia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:

- ** Empowered Flexibility**: We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first two weeks to ensure a comprehensive onboarding experience before agreeing to a hybrid model of 3 days in office, 2 days WFH.
- ** Investment in your Growth**: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
- ** Career Advancement**: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.
- ** Appreciation and Engagement**: Enjoy a range of benefits, including Paid Parental Leave, Employee Reward Gateway, Salary Continuance Insurance, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.
- ** Performance Recognition**: Experience a financially rewarding Profit Share Bonus.
- We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant._

**Please note that Esri Australia does not accept unsoli