- Global IT Service Delivery Manager
- Location: Sydney or Melbourne
- Full-Time, Permanent
- Salary Range: $210K to $270K including super plus a lot of other perks
- Join a leading global law firm in a high impact growth role within a mature enterprise IT environment. This is a strategic leadership opportunity to uplift Service Delivery, Incident and Problem Management across APAC while working closely with senior stakeholders globally with UK HQ alignment.
- If you are working in an enterprise client and managing a global service delivery function you will be an ideal candidate.
The Opportunity
- You will own Incident Management across APAC, strengthen Problem Management maturity, and drive ITIL best practices in a highly client facing professional services environment.
- This is mostly a leadership role, although there will be times where you will need to be hands on enough to understand issues and guide and mentor a team of 4 System Analysts. You will also partner closely with 2 other Service Delivery Managers based in the UK and the US.
- Quarterly travel to APAC offices. Flexible hours to align with UK.
What You Will Lead
Service Delivery and ITIL Governance
- End to end IT service delivery aligned to SLAs and KPIs
- Strong ITIL capability across Incident, Problem and Change
- Ensure global change alignment across APAC
- Improve underperforming Incident and Problem processes in APAC
- Lead major incident investigations and RCA
- Drive permanent fixes and prevent recurring issues
- Maintain Problem database and trend reporting
- Embed continuous improvement culture
- Lead and mentor the Service Delivery team
- Engage senior legal and business stakeholders in a non technical audience
- Present service reports and improvement strategies
- Act as a trusted advisor across IT and Business Services
- Windows 10 to Windows 11 uplift
- Mini PC to Laptop transition
- Service maturity and performance optimisation
- 5+ years IT Service Delivery in global enterprise ITIL environments
- Strong ownership of Incident and Problem Management
- ITIL v3 Foundation or equivalent
- Professional Services background in legal, consulting or financial services or similar background
- Proven people leadership for 5+ years
- Technically sound background in infrastructure, applications or IT projects
- Strong stakeholder and escalation management capability
- Experience as ITSM tool Product Owner
Exposure to financial or billing systems
What We Are Looking For
- Self-starter who takes ownership
- Structured, proactive and commercially aware
- Calm under pressure and confident managing challenging conversations
- Exceptional communicator who is clear, concise and executive ready
- Strong governance mindset with continuous improvement focus
Keyword Search
Global Service Delivery Manager | IT Service Delivery Manager - APAC| Global IT Operations Manager | Global Incident and Problem Manager
If you are keen to learn more, feel free to give me a call on 📱03 8080 7260 or send your resume to 📎nick.reddy@peoplebank.com.au. Alternatively, you can reach Nitin directly at 📱0433 212 134.
We are always keen to connect with talented professionals, referrals are highly encouraged and appreciated.
đź”— Don’t miss this great opportunity!
Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
