Technology Service Delivery Manager

MAKE IT NEW

At Sydney Airport, the future of air travel is shaped by you.

As a team, we connect the world. More than just a hub of activity and boundless energy, we're creating a destination of amazing experiences. Like seeing wonderful moments unfold in front of you, knowing "I made that possible".

Dynamic. Fast-paced. We thrive in a place where fresh challenges land daily. Backed by positive and supportive team players and inspiring leaders, we adapt to change. Driven to grow. Owning every action. To do things better.

As smart, problem-solvers, we are always learning and growing. And that's easier to do alongside passionate experts, as we collaborate across teams readily sharing our knowledge.

Each day is a new journey, as we bring an exciting vision to life. With significant capital investment in new, improved infrastructure, there's never been a better time to expand your potential at Sydney Airport. The range of responsibilities and diverse pathways you can take on with us, are surprising.

We are SYD. United in the pride that comes with welcoming the world at Australia's premier gateway.

About the role

Sydney Airport is Australia's busiest and most connected gateway, and we're on a mission to deliver a world-class passenger experience every day. As Technology Service Delivery Manager, you'll play a critical role in ensuring our technology services run smoothly, securely, and efficiently — supporting everything from kerbside to take-off.

This is a high-impact role where you'll lead major incident and problem management, drive continuous improvement, and own the strategic roadmap for our ServiceNow platform. You'll be joining a collaborative, fast-paced environment where your ability to influence, communicate, and solve problems will make a real difference.

In this role, you will have the opportunity to

• Lead and facilitate major incident investigations and post-incident reviews, driving root cause analysis and long-term remediation.
• Manage the delivery of technology services, ensuring alignment with SLAs and acting as the escalation point for support issues.
• Collaborate with internal teams and external partners to resolve service issues and implement preventative measures.
• Drive continuous improvement across service delivery processes and performance metrics.
• Serve as Product Owner for the ServiceNow platform, overseeing its vision, roadmap, and adoption.
• Promote automation and optimization opportunities to enhance service quality and platform value.

About you

• 5+ years of experience in IT service delivery with 3 years in a managerial capacity
• Strong understanding of ITIL principles and incident/problem/change management.
• Led high-impact incident responses and are a natural problem solver who thrives in complex environments.
• Worked as a Product Owner or platform lead for ServiceNow or similar ITSM tools.
• Confident communicator and collaborator, able to build trust across diverse stakeholder groups.
• Adaptable, proactive, and committed to continuous improvement.
• Hold relevant tertiary qualifications in IT or Business, and certifications such as ITIL Foundation or ServiceNow CSA are highly desirable.

What we offer

To find out more about the amazing work environment here at SYD, be sure to check out the Join us section of Sydney Airport's website, where you can also see more about our flexible culture and work practices, alongside our other Employee benefits, or take a look at our LinkedIn Sydney Airport: Life page.

Make it Amazing

SYD is an Equal Opportunity Employer and encourages all suitably qualified applicants to apply, including First Nations Australians, and people from culturally diverse backgrounds.