IT Service Delivery Lead

Overview

Lead IT service desk, ensure SLA compliance, drive improvements across two locations.

Key Responsibilities

• incident management
• sla compliance
• service desk
• automation
• knowledge base
• ticket monitoring

Tasks

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. -Contribute to service improvement initiatives, automation projects, and knowledge base management. -Overseeing the major incident management process, acting as the coordination point during critical events. -Ensuring timely resolution of incidents and requests in line with agreed SLAs and KPIs. -Monitoring ticketing system dashboards (e.g., HaloITSM) and service trends, initiating proactive resolution or escalation. -Maintain strong working relationships with infrastructure, application, and vendor support teams to ensure end-to-end service accountability. -Leading the IT Service Desk team across two locations, ensuring seamless support coverage and consistent service quality. -Mentor and coach support staff, promoting skills development and career growth within the team. -Collaborating closely with the Workplace Technology Experience Lead to align operational performance with user satisfaction goals. -Engage in comprehensive Wellbeing programs and benefit from market-leading policies and support tailored to diverse needs.

Requirements

• itil
• servicenow
• 5+ years
• leadership
• automation
• process improvement

What You Bring

We shape leading experiences across office, retail, logistics and student accommodation. 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 HaloITSM 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. -Earned a gold ranking in Australian Workplace Equality Index (AWEI) for LGBTQIA+ inclusion. -Driving improvement in key metrics such as First Contact Resolution (FCR), ticket response times, and customer satisfaction.

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Benefits

Our sustainable returns from investments come from focusing on what matters most to customers — a great experience and doing good. Every day, our people are driving positive impact for people, place and planet. They’re inquisitive, pioneering industry firsts and pushing new ideas to deliver exceptional outcomes. 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. -Accredited Family Inclusive Workplace™. -Be recognised by peers through nomination awards and take part in our generous Employee Referral Program. -Enjoy flexible working arrangements and generous leave options. -Embrace diverse and challenging career opportunities, supported by our dedicated Learning & Development Team committed to your growth. -Experience market-leading parental leave benefits including 22 weeks paid leave for either carer and childcare allowance once you return to work.

About The Gpt Group

-Has actively acquired and managed iconic Australian assets like Sydney’s Australia Square, Melbourne Central and Highpoint. -Generates strong funds from operations—supporting steady distributions to investors. -Embarked on major developments like Rouse Hill Town Centre. -Delivers near‑full occupancy across core assets, reflecting its operational focus and market resilience. -Blends active ownership with funds management, launching vehicles such as the Wholesale Shopping Centre Fund. -Notable for strategic expansions and balance‑sheet discipline, maintaining A‑/A2 credit ratings and $1.1 billion liquidity.

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