Service Delivery Lead

2 weeks ago

Sydney, New South Wales, Australia AUSIEX Full time $80,000 - $120,000 per year

We are AUSIEX
With over 25 years of experience in the local market and the backing of a multinational trading technology powerhouse, we're AUSIEX. We specialise in equities execution, clearing & settlement services, and equities administration for financial intermediaries. Since 1994, we've used our deep, local expertise to deliver solutions that seamlessly connect our clients to markets. We are powered by Nomura Research Institute (NRI), a global leader in technology and operations services. We're infusing NRI's proven technology capability and tradition of innovation, with our trusted trading solutions and local market expertise.

See yourself in our team
The AUSIEX Technology Services division develops and provides solutions that support the operation of the AUSIEX business.

What Will You Be Doing
This role will have accountability for:

Release Management

  • Manage software releases across multiple environments.
  • Ensure all releases comply with change management policies and minimize service disruptions.
  • Validate release readiness and rollback plans.

Incident Management

  • Act as the primary escalation point for major incidents, ensuring timely resolution and communication.
  • Lead root cause analysis (RCA) and implement corrective actions to prevent recurrence.
  • Maintain incident logs, track trends, and produce regular incident performance reports.
  • Drive continuous improvement in incident response processes to reduce Mean Time to Resolution (MTTR).

Software Application Support

  • Provide Level 2/3 support for business-critical applications, ensuring minimal downtime.
  • Troubleshoot and resolve complex technical issues, escalating to vendors when necessary.
  • Monitor application performance and proactively address potential issues.

Service Delivery Oversight

  • Monitor service performance against SLAs and KPIs, ensuring compliance and quality.
  • Coordinate with internal teams and external vendors to maintain consistent service standards.
  • Prepare and present service delivery reports to senior stakeholders.

Process Improvement & Governance

  • Identify and implement opportunities to optimize release, incident, and support processes.
  • Ensure adherence to ITIL best practices and organizational governance frameworks.
  • Contribute to policy development for service delivery and operational excellence.

Stakeholder Engagement

  • Serve as the key point of contact for service delivery updates and escalations.
  • Communicate effectively with business units, ensuring transparency and alignment on priorities.

We'd love to hear from passionate people who have:

  • Proven experience in service delivery management within an IT environment.
  • Strong knowledge of incident management, release management, and ITIL frameworks.
  • Proficiency in incident, problem, and change management processes.
  • Excellent analytical, troubleshooting, and decision-making skills.
  • Strong communication and stakeholder management abilities.
  • Ability to manage multiple priorities in a fast-paced environment.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • ITIL Foundation or higher certification.
  • Experience with ERP systems, cloud platforms, and DevOps tools.

We want to help grow your skills and develop your career with us If this sounds like you - apply today
Inclusion and diversity are part of who we are. Together, we continue to build an inclusive culture that enables, values and celebrates the diverse opinions of our employees.

If you need assistance or adjustments to fully participate in the application/interview process, please contact

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