Service Delivery Lead

About the role

As a SIAM Lead, you will make an impact by driving seamless service integration and operational excellence across multiple internal teams and external service providers. You will be a valued member of the IT Infrastructure / Service Delivery team and work collaboratively with delivery leaders, vendors, and key business stakeholders to ensure effective service orchestration and governance.

In this role, you will:

• Oversee day-to-day SIAM operations, ensuring effective coordination across multiple service providers
• Lead service integration and ensure all service components function cohesively end-to-end
• Manage major incidents, escalations, and cross-supplier collaboration to ensure timely resolution
• Drive governance, compliance adherence, and performance monitoring across suppliers
• Enable continuous service improvement and operational maturity within the SIAM model

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid in a client office in Melbourne, Australia. Regardless of your working arrangement, we are here to support a healthy work-life balance through our wellbeing programs.

The working arrangements for this role are accurate as of the date of posting and may change based on business and client requirements.

What you need to have to be considered

• Strong experience in Service Integration and Management (SIAM) or multi-vendor service environments
• Solid understanding of IT Service Management (ITSM) frameworks (ITIL preferred)
• Hands-on experience with Incident, Major Incident (MIM), Problem, and Change Management
• Proven ability to manage vendor performance, SLAs, and service delivery governance
• Experience handling escalations and driving cross-functional collaboration across suppliers

These will help you stand out

• Experience establishing or maturing a SIAM operating model
• Strong stakeholder management and communication skills across business and IT leaders
• Experience in performance reporting, KPI tracking, and service improvement initiatives
• Knowledge of compliance, regulatory frameworks, and risk management practices
• Ability to influence, negotiate, and drive outcomes in complex enterprise environments

We're excited to meet people who share our mindset for service excellence and collaboration. Don't hesitate to apply, even if you don't meet every requirement-transferable experience and fresh perspectives are highly valued.