ServiceNow Delivery Coordinator

Date: 19 Nov 2025

Location:

Sydney, NSW, AU

Department: Audit and Assurance

Description:

Job Requisition ID: 39821

Senior Consultant | ServiceNow Operate | ServiceNow Delivery Coordinator

Flexible work arrangements – work in a way that suits you best, including part-time options

Mentoring programs – receive support and coaching to progress your career

Recognition culture to celebrate milestones and discounts at hundreds of retailers

Accelerate your career with Deloitte Are you ready to apply your ServiceNow expertise in a dynamic, client-facing role? Join our growing team and take your career to the next level.

What will your typical day look like?

As a Service Delivery Coordinator in our Managed Services (Operate) team, you will combine ServiceNow technical expertise with service delivery oversight to ensure smooth operations and exceptional client experience. Your responsibilities will include:

ServiceNow Responsibilities

Providing ongoing support, administration, and maintenance of ServiceNow platforms.

Configuring, troubleshooting, and improving existing ServiceNow modules, including ITSM, CSM, UI Builder, and other modules.

Working with clients to understand requirements and deliver enhancements.

Managing incidents, problems, and changes in line with ITIL best practices.

Assisting with ServiceNow upgrades, patching, and security compliance.

Supporting integrations between ServiceNow and other enterprise systems.

Delivering Level 1.5 support and refining tickets for accurate categorisation and prioritisation.

Service Delivery Coordination Responsibilities

Overseeing SLA compliance and ticket hygiene across the managed services environment.

Acting as a key liaison between clients and internal teams for service delivery issues.

Assisting with reporting by gathering data and populating dashboards for KPIs and SLAs.

Coordinating with internal teams and vendors to ensure timely resolution and smooth delivery.

Supporting the Service Delivery Manager in preparing for and contributing to service review meetings.

Gathering data for contractual compliance and financial tracking (e.g., billing inputs, forecasting support).

Driving operational excellence through proactive monitoring and continuous improvement initiatives.

About the team

Our ServiceNow Operate team provides ongoing platform management, ensuring that our clients' ServiceNow environments run smoothly and efficiently. We partner with a range of industries, from financial services to government and healthcare, delivering stability, security, and enhancements that help businesses get the most out of their ServiceNow investment.

Enough about us, let's talk about you

You have a strong background in ServiceNow administration, support, and continuous improvement, with relevant certifications and a passion for solving client challenges. Specifically, you bring:

1-3 years of hands-on ServiceNow experience, particularly in ITSM, CSM, UI Builder, Service Portals, Workspaces and ITOM.

ServiceNow Certified System Administrator (CSA) - mandatory.

Experience with incident, problem, and change management within an ITIL framework.

Ability to analyse and troubleshoot ServiceNow issues effectively.

Experience in SLA tracking, ticket hygiene oversight, and reporting assistance.

Ability to coordinate across teams and vendors to ensure timely service delivery

Experience in configuring ServiceNow components, including workflows, UI policies, business rules, and integrations.

Strong stakeholder communication and problem-solving skills.

Familiarity with Agile methodologies and ticket-based work environments.

Exposure to Custom Application Development. (Desirable)

Knowledge of Domain Separated instances configuration and management. (Desirable)

If you're looking for a role that combines technical expertise with service delivery leadership, this is the perfect opportunity for you. Join us to grow your career in a supportive and forward-thinking environment

Why Deloitte?

At Deloitte, we focus our energy on interesting and impactful work. We're always learning, innovating, and setting the standard; making a positive difference to our clients and our society. We put coaching at the heart of what we do, helping our people grow their careers in any direction – whether it be up, moving into something new, or even moving across the world.

We embrace diversity, equity, and inclusion. We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles. What binds us together is a shared commitment to value everyone's perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong.

We prioritise flexibility and choice. At Deloitte, you get trust on Day 1. We know our people get their best work done when they're in control of where and how they work, designing their work week around their client, team, and personal commitments.

We help you live and work well. To support your personal and professional life, we offer a range of perks and benefits, including retail discounts, wellbeing leave, paid volunteering days, twelve flexible working options, market-leading parental leave and return to work support package.