A full service product consultancy is seeking a Senior Service Delivery Manager to lead a team of four, ensuring high-quality, 24/7 service delivery. This role centres on managing Major Incidents, embedding a DevOps mindset, and driving operational efficiency and continuous improvement across systems and workflows.

The team will focus on enablement and improvements with a goal of unblocking the various digital delivery teams, delivering changes effectively and reliably.

We are looking for someone who is an excellent communicator at all levels, and someone who loves problem solving. Analytical skills are a must, in supporting other team members in triaging and resolving issues and impediments.

Key Responsibilities:

Lead Service Operations: Manage and support 24/7 Major Incident Management with urgency and clarity.

Team Leadership: Guide a small, high-performing team with clear priorities and support.

DevOps Culture: Champion a culture of automation, feedback, and iterative improvement.

Process Efficiency: Identify inefficiencies, eliminate waste, and improve delivery processes using Lean and Six Sigma principles.

Stakeholder Engagement: Present confidently at management forums, aligning IT services with business goals.

What You’ll Need:

Service & DevOps Expertise: Strong grasp of ITIL and DevOps practices; able to bridge service delivery with modern engineering.

Leadership Experience: Demonstrated ability to lead small teams with measurable outcomes.

Certifications: Current ITIL V3 or V4 qualification is essential.

Tool Knowledge: Hands-on experience with GitHub, Bitbucket, or Azure DevOps for code management.

CMS Experience: Familiarity with content platforms like Sitecore (headless or non-headless).

Technical Acumen: Understanding of SQL databases and streaming/event systems like Kafka.

Project Methodologies: Working knowledge of Agile and Six Sigma approaches.

ServiceNow Proficiency: Able to manage workflows and incidents using ServiceNow.

Communication Skills: Able to clearly present to executives and collaborate cross-functionally.

Why us?

This full service product consultancy is accelerating growth for some of Australia’s most successful businesses employing 60+ people working in cross functional teams to innovate and deliver outcomes powered by a product mindset, design thinking and Agile delivery.

They promote a growth mindset and a safe space for intellectual freedom. They trust in each other, and embrace a flat structure. Work flexibility and work-life balance are core values within their DNA, and central to their success in creating one team. Each team member has opportunities to work on unique and exciting projects while developing their skills and shaping their career.