Service Delivery Manager
Core
Lead structured service management activities for the TfNSW Opal Next Generation (ONG) bus system project, ensuring delivery aligns with contractual requirements and transitioning to live operations.
Role type
Senior Service Delivery Manager (ITIL/ITSM)
Builds
Managed service contracts for public transport systems
Domain
Public Transport / Government IT
Required skills
ITIL framework expertise, ITSM platform management, stakeholder engagement, service level agreement (SLA) monitoring, project-to-operations transition, financial reporting, risk management
Preferred skills
Jira Service Management, Lean methodologies, PMP/PRINCE2 certification, ITIL Practitioner/Managing Professional
Technologies
Jira Service Management
Responsibilities
Own and manage the service management framework; monitor service performance against SLAs and KPIs; support project-to-operations transition and define operational runbooks; manage stakeholder expectations and service incidents; provide financial inputs for budget tracking and forecasting.
Seniority
Senior, hands-on IC