Service Delivery Lead

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible. 

IAG is launching TestFit, our brand-new centralized testing capability model designed to optimize workforce utilization, scale automation, and balance a blended onshore/offshore team. We are looking for a dynamic leader to drive this transformation from initial business implementation into a high-performing, scalable BAU service. 

In the initial phase, you will lead the transition of TestFit across Technology & Operations—embedding new ways of working, stabilising onboarding, and ensuring leaders are set up for success. As the model matures, your focus will shift toward establishing a well-governed, scalable service with clear performance outcomes, strong stakeholder alignment, and continuous optimisation 

To succeed, you need a proven track record in Service Delivery, Change Transition, or PMO leadership within a large-scale enterprise environment. You bring strong experience working in complex delivery ecosystems, excellent vendor management skills, and the ability to guide teams through change. In return, IAG offers a collaborative hybrid culture, competitive compensation, and a direct hand in shaping the future of Australia’s largest general insurer 

What You’ll Do 

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  Lead the TestFit rollout and business adoption across all IAG portfolios. 

  
  

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  Interface between IAG and the vendor during initial onboarding and transitions. 

  
  

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  Oversee onboarding processes, knowledge transfer planning, and early manager support. 

  
  

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  Resolve transition risks, onboarding friction points, and adoption barriers. 

  
  

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  Embed TestFit into workflows for demand planning, resourcing, and governance. 

  
  

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  Own end-to-end service performance, delivery outcomes, and stakeholder satisfaction. 

  
  

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  Lead operational governance including performance reporting and monthly benefits tracking. 

  
  

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  Partner with the vendor to drive service maturity, automation, and capability uplift. 

  
  

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  Manage demand forecasting and pipeline planning with resourcing teams. 

  
  

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  Champion a "One Team" culture while identifying opportunities to scale the model. 
   

  
  

This is a 12 month fixed term role (potentially ongoing) and offers a flexible hybrid work model based in Gadigal Country (Sydney) or Naarm (Melbourne) 

What You’ll Bring 

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  Operational Leadership: Proven experience managing service delivery, transitions, or operations within complex enterprise environments. 

  
  

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  Technology Domain: Good understanding of end-to-end delivery ecosystems and how technology teams operate at scale. 

  
  

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  Vendor Management: Demonstrated success managing strategic third-party vendors and partner-delivered services. 

  
  

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  Ambiguity & Evolution: Ability to successfully navigate changing project landscapes and transition initiatives smoothly into BAU. 

  
  

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  Stakeholder Influence: Advanced communication skills with a track record of influencing senior leadership. 

  
  

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  Governance & Reporting: Experience establishing performance frameworks, service 

  
  

What We Offer 

• Boosted superannuation with 13% as standard. 
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you). 
• Work from home and many more flexibility options with myFlex. 
• Up to 50% off personal insurance, including home and motor insurance. 
• Partner discounts on private health insurance, tech & appliances, and many more. 
• Industry-leading 20 weeks paid parental leave. 
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities. 

*employment type eligibility criteria apply 

Applications close: Sunday 28 June 2026 11:59PM AEDT 

Adjustments and Support 

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [email protected] for a confidential conversation. 

More About Us 

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.