Service Delivery Manager

Are you the type of Service Delivery leader who still enjoys getting your hands dirty?
We’re partnering with a growing financial services organisation that is investing heavily in technology and preparing for its next phase of growth, including acquisition activity.

This isn’t a traditional Service Delivery Manager role where success is measured by dashboards and governance meetings.

The CTO is looking for a leader who genuinely lives and breathes support. Someone who can coach a team, build relationships across the business, improve service standards, and if needed, sit down beside an engineer and help solve a problem.

If you’ve helped organisations scale through rapid growth, transformation, acquisitions, or operational change, this could be the opportunity you’ve been waiting for.
 
About the Role
Reporting directly to the CTO, you’ll lead a national support function spanning Service Desk, Desktop Support, and Application Support.

The majority of the team is Brisbane-based, with additional staff located interstate and overseas. You’ll periodically travel to connect with regional team members and maintain strong engagement across the broader function.

You’ll play a pivotal role in helping the organisation mature its support capability by improving processes, building accountability, enhancing customer engagement, and introducing stronger service management practices.

Key areas of focus include:

• Leading, mentoring and developing the support team
• Improving user engagement and stakeholder relationships
• Driving adoption of support processes and ticketing disciplines
• Uplifting ticket logging, categorisation and reporting capabilities
• Building the foundations of Problem Management
• Identifying recurring issues and reducing business disruption
• Managing escalations and service performance
• Developing a customer-first support culture
• Supporting the business through growth and future acquisition activity
• Partnering closely with leadership to improve service delivery outcomes

What They’re Looking For
This role will suit someone who has built their career within a small-to-medium-sized business environment and understands the challenges that come with growth.
You’ll likely bring experience from an organisation that has:

• Experienced rapid growth or transformation
• Gone through acquisitions, mergers, or integration activities
• Scaled support services to meet increasing business demands
• Operated in agile environments where adaptability is essential

You’ll also bring:

• Leadership experience across Service Desk, End User Computing, or IT Service Delivery
• A hands-on approach to leadership
• Strong stakeholder management skills
• A continuous improvement mindset
• Experience driving operational and service maturity
• The ability to influence outcomes through relationships rather than process alone

What’s Important
The CTO isn’t looking for someone who hides behind ITIL frameworks.
They want someone who understands the value of service management but knows when to be pragmatic.

Someone who can balance process with people.

Someone who can provide support, coaching, accountability and leadership while building genuine buy-in from users and stakeholders.

Most importantly, they’re looking for someone who has demonstrated commitment throughout their career and has stayed long enough within organisations to help drive meaningful outcomes and see transformational initiatives through to completion.
 
Why Join?

• Report directly to the CTO
• High visibility and influence across the organisation
• Opportunity to shape the support function during a growth phase
• Help drive acquisition and integration success
• Lead a customer-centric support environment
• Modern Microsoft technology stack
• Brisbane-based leadership opportunity

For a confidential discussion, contact Jareth on 
0412 540 973 or joades@humanisedgroup.com.au