Service Delivery Lead Specialist

Permanent roleSydney location

**How will I help?**

As a Service Delivery Lead Specialist, you will be responsible for performing the end-to-end governance across all Microsoft 365 services. You will be reporting into the Service Operations Manager in Collaboration Service Delivery within the Workplace & Contact Centre group.

**Roles and Responsibilities**:

- Work with Service Owners to develop and execute a comprehensive service strategy for M365 services, ensuring alignment with business objectives and ITIL frameworks.
- Manage incidents, problems, and changes related to M365 services, ensuring timely resolution and mínimal service disruption.
- Conduct risk assessments for M365 services and manage the risk portfolio, implementing mitigation strategies as necessary.
- Create, review, and update policies for the usage of M365 services, ensuring compliance with organizational standards and industry best practices.
- Collaborate with cross-functional teams to ensure seamless service delivery and continuous improvement of M365 services.
- Monitor service performance metrics and implement improvements to enhance service quality and user satisfaction.
- Stay updated on the latest developments in M365 services and ITIL practices and incorporate this knowledge into service delivery strategies.
- Manage risk and compliance standards across the services portfoliosReview new features and capabilities of the evergreen cloud ecosystem and collaborate with Service owners to determine suitability and risk appetite.

**What’s in it for me?**

You’ll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What do I need?**
- At least five years of technical experience in the IT industry
- Proven experience in ITIL and service delivery for Microsoft M365 services.
- Solid knowledge of the Microsoft Cloud ecosystem (Microsoft 365)
- Mandatory - SNOW (Service Now) experience managing incident, problem and change cycles. Strong background in incident, problem, and change management.
- Excellent analytical and risk management skills.
- Ability to create and enforce service usage policies.
- Strong communication and collaboration abilities.Relevant certifications in ITIL and Microsoft M365 are preferred

**What’s it like to work there?**

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.

We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow.

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

Hear from some of our people and their experiences working with us.

**How do I apply?**

Start here. Just click on the **APPLY**or **APPLY NOW**button.

**Do you need reasonable adjustments during the recruitment process?