IT Service Delivery Lead

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Role

Join our high‑performing GPT Technology team in a newly created opportunity for a Service Delivery Lead where you will take ownership of our day‑to‑day IT operations and ensure the seamless delivery of high‑quality technology services across the organisation. In this pivotal role, you’ll lead the service desk team, drive SLA compliance, and manage incident and problem resolution. You’ll also champion continuous improvement initiatives to enhance service processes and overall user experience.

Key Responsibilities

• Leading the IT Service Desk team across two locations, ensuring seamless support coverage and consistent service quality.
• Ensuring timely resolution of incidents and requests in line with agreed SLAs and KPIs.
• Overseeing the major incident management process, acting as the coordination point during critical events.
• Driving improvement in key metrics such as First Contact Resolution (FCR), ticket response times, and customer satisfaction.
• Monitoring ticketing system dashboards (e.g., Halo ITSM) and service trends, initiating proactive resolution or escalation.
• Collaborating closely with the Workplace Technology Experience Lead to align operational performance with user satisfaction goals.
• Mentor and coach support staff, promoting skills development and career growth within the team.
• Maintain strong working relationships with infrastructure, application, and vendor support teams to ensure end‑to‑end service accountability.
• Contribute to service improvement initiatives, automation projects, and knowledge base management.

What makes you stand out

Ideally you will have over five years’ experience in IT operations or service delivery, including at least two years in a leadership or coordination role. Demonstrated and proven ability in managing service performance, leading teams, and driving process improvement, with a strong understanding of ITIL processes across incident, problem, change, and request management. Proficiency with ITSM tools such as Halo ITSM or ServiceNow, along with experience creating operational reports and dashboards, is essential. Excellent communication and stakeholder engagement skills are key. ITIL v4 Foundation certification (or higher) is preferred, along with experience supporting split‑location or hybrid environments. Exposure to automation, scripting, or process digitisation will be highly regarded.

What makes us stand out

We know the power of a great experience

GPT offers an inclusive workplace culture and embraces people with diverse perspectives, skills and backgrounds. We welcome applications from First Nations candidates, members of the LGBTQIA+ community, people living with disability and people of diverse ages, cultures and backgrounds.

If this role sounds like you, we want to hear from you. Click “Apply” to submit your application and Olivia from the Talent Acquisition Team will be in touch.

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting

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