Service Delivery Lead - Jira Service Management

• Shape the technology strategy and build in-house infrastructure from the ground up.
• Own Jira Service Management setup, automation, and workflow improvements.
• Influence vendor decisions and MSP strategy.

• Manage the relationship with the MSP, including performance reviews, service level compliance, and escalation management.
• Assess MSP deliverables and ensure they meet contractual, operational, and quality standards.
• Partner with business leaders and stakeholders to identify IT needs and translate them into actionable infrastructure and service improvements.
• Develop, document, and implement IT support workflows, policies, and procedures to drive consistency and efficiency.
• Oversee IT infrastructure initiatives, including network, cloud, and workplace technology solutions
• Experience configuring and optimising Jira Service Management, including designing workflows, SLAs, and automation to enhance efficiency and user experience.

• Manage hardware lifecycle and support, including laptops, peripherals, and meeting room facilities.
• Build, configure, and optimise IT support models and workflows using appropriate tools (e.g., service desk platforms, automation tools, monitoring systems) to improve efficiency and user experience.
• Act as an escalation point for complex IT support issues requiring technical and vendor coordination.

• Minimum 5 years' experience in IT support and infrastructure roles.
• Minimum 3 years' experience managing MSP relationships and vendor performance.
• Strong technical knowledge of IT infrastructure, networking, cloud, and workplace technologies.
• Hands-on experience with business hardware lifecycle management.
• Proven ability to design, configure, and enhance IT support models and workflows using service desk platforms (preferably Jira Service Management), automation tools, and monitoring systems.
• Solid understanding of IT security principles (e.g., access management, patching, vulnerability management) and ability to embed them into IT support workflows.
• Excellent problem-solving abilities with a focus on sustainable solutions.
• Exceptional communication skills with the ability to engage technical vendors and non-technical business stakeholders.
• Experience in financial services, insurance, or other regulated industries.
• Relevant certifications (e.g., ITIL, Microsoft, CISSP, PMP) highly regarded.
• Experience configuring and optimising Jira Service Management or similar ITSM platforms.

• Strong technical knowledge of IT infrastructure, networking, workplace technology, and security practices.
• Ability to design, implement, and maintain IT workflows, policies, and procedures that improve consistency, resilience, and scalability.
• Proven experience managing MSPs and external vendors to ensure high-quality, cost-effective service delivery.
• Proactive problem-solver with the capacity to anticipate issues, escalate effectively, and deliver sustainable solutions.
• Excellent communication and stakeholder management skills, able to engage with both technical vendors and business users.
• Self-driven and adaptable, comfortable working independently in a fast-paced and evolving environment.

• Manage the relationship with the MSP, including performance reviews, service level compliance, and escalation management.
• Assess MSP deliverables and ensure they meet contractual, operational, and quality standards.
• Partner with business leaders and stakeholders to identify IT needs and translate them into actionable infrastructure and service improvements.
• Develop, document, and implement IT support workflows, policies, and procedures to drive consistency and efficiency.
• Oversee IT infrastructure initiatives, including network, cloud, and workplace technology solutions.
• Manage hardware lifecycle and support, including laptops, peripherals, and meeting room facilities.
• Build, configure, and optimize IT support models and workflows using appropriate tools (e.g., service desk platforms, automation tools, monitoring systems) to improve efficiency and user experience.
• Ensure IT security best practices are embedded into infrastructure, workflows, and vendor management, including access controls, patching, and compliance with security standards.
• Identify and recommend improvements in IT operations, ensuring systems remain secure, resilient, and scalable.
• Monitor and report on IT service performance, vendor efficiency, and user satisfaction.
• Collaborate with internal teams and external vendors to ensure alignment with technology strategy.
• Maintain awareness of IT trends, security standards, and compliance requirements to ensure best-practice adoption.
• Act as an escalation point for complex IT support issues requiring technical and vendor coordination.

• Minimum 5 years' experience in IT support and infrastructure roles.
• Minimum 3 years' experience managing MSP relationships and vendor performance.
• Strong technical knowledge of IT infrastructure, networking, cloud, and workplace technologies.
• Hands-on experience with business hardware lifecycle management.
• Proven ability to design, configure, and enhance IT support models and workflows using service desk platforms (preferably Jira Service Management), automation tools, and monitoring systems.
• Solid understanding of IT security principles (e.g., access management, patching, vulnerability management) and ability to embed them into IT support workflows.
• Excellent problem-solving abilities with a focus on sustainable solutions.
• Exceptional communication skills with the ability to engage technical vendors and non-technical business stakeholders.
• Excellent organizational capability, with the ability to manage multiple priorities in a fast-paced environment.
• Self-driven, adaptable, and able to work independently.
• Strong vendor management and negotiation skills.

• Experience in financial services, insurance, or other regulated industries.
• Relevant certifications (e.g., ITIL, Microsoft, CISSP, PMP) highly regarded.
• Experience configuring and optimizing Jira Service Management or similar ITSM platforms.
• Understanding of or prior experience with PagerDuty for incident management and escalation workflows.
• Exposure to information security frameworks and audits (e.g., ISO 27001, SOC 2) and regulatory requirements such as APRA CPS 234.
• Experience leading or managing an IT support team, with demonstrated ability to structure workflows and improve service delivery.

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