About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, fixed-line, and pay-TV. We connect people and businesses across the country and globally, driving innovation in digital services and infrastructure. Our mission is to create a brilliant connected future for everyone.
Job Description
As the Service Delivery Lead for IT Infrastructure at Telstra in Mount Gambier, you will be responsible for overseeing the end-to-end delivery of IT infrastructure services, ensuring high availability, performance, and reliability for our internal and external stakeholders. You will manage a team, drive operational excellence, and act as a key point of contact for service-related matters, working closely with technical teams, vendors, and business units to ensure seamless service operations and continuous improvement.
Key Responsibilities
- Lead and manage the service delivery team, fostering a culture of high performance and continuous improvement.
- Ensure the stable and efficient operation of IT infrastructure services, meeting agreed-upon SLAs and KPIs.
- Act as the primary escalation point for all service-related issues, driving resolution and root cause analysis.
- Develop and implement service improvement plans, leveraging ITIL best practices.
- Manage vendor relationships and performance for outsourced infrastructure services.
- Oversee incident, problem, change, and request management processes for IT infrastructure.
- Report on service performance, identifying trends and recommending proactive measures.
- Collaborate with project teams to ensure smooth transition of new services into operation.
- Champion customer satisfaction and maintain strong relationships with business stakeholders.
Required Skills
- Proven experience in IT Service Delivery Management, specifically within IT Infrastructure.
- Strong understanding of ITIL framework and its application (ITIL Foundation certification preferred).
- Experience leading and mentoring technical teams.
- Excellent communication, negotiation, and stakeholder management skills.
- Solid technical background in network, server, and cloud infrastructure environments.
- Demonstrated ability to manage complex incidents and problems through to resolution.
- Proficient in service level agreement (SLA) management and reporting.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL Practitioner or Service Manager certification.
- Experience with IT Service Management (ITSM) tools (e.g., ServiceNow).
- Knowledge of cybersecurity principles and practices related to infrastructure.
- Project management experience (e.g., PMP, PRINCE2).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness programs.
- Employee discounts on Telstra products and services.
- Professional development and career growth opportunities.
- Flexible working arrangements.
- Inclusive and diverse workplace culture.
- Access to cutting-edge technology and innovation projects.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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