Service Delivery Lead

CIMIC Group is seeking an experienced Service Delivery Lead to help manage the delivery and continuous improvement of ICT services across the Group.

As a key member of the ICT Solutions Delivery function, you will work closely with stakeholders to ensure incidents, service requests, technical changes and project initiatives are delivered efficiently, in accordance with agreed SLAs and governance requirements, while providing a positive end-user experience.

About the Role

The role will provide day-to-day delivery of ICT services by coordinating operational activities, managing service performance, and supporting the Service Delivery Manager to ensure high-quality, reliable, and customer-focused outcomes aligned with service level commitments.

Your key responsibilities will include:

• Managing ICT incidents and service requests escalated from Business Units, Projects or Service Desk, ensuring timely resolution within agreed SLA targets.
• Ensuring consistent, high-quality service delivery to end users in line with Service Delivery quality assurance (QA) standards including Monthly Service Reviews with Business Units and Projects.
• Managing the delivery of ICT initiatives and project-related activities aligned with the CIMIC ICT Strategy.
• Participating in Service Delivery team discussions, identifying and escalating support gaps, risks, or improvement opportunities to the Service Delivery Manager.
• Implementing ICT technical changes in accordance with established change management processes and procedures.
• Providing guidance, coaching, and documentation to site stakeholders to support effective use of ICT services and collaboration tools.
• Coordinating and supporting site visits and on-site service activities in consultation with the Service Delivery Manager.
• Contributing to continuous improvement of service delivery processes, team performance, and customer experience.
• Maintaining effective working relationships with internal and external stakeholders.
• Developing cooperative working relationships with peers and colleagues that increases the overall level of support to managers, executives and operating companies.

About CIMIC

CIMIC Group is an engineering led services, construction and natural resources leader with a history dating back to 1899. Powered by 30,000 people and pioneering technology and engineering, we deliver high value and sustainable solutions across the lifecycle of assets, infrastructure and resources projects in around 20 countries through CPB Contractors, Leighton Asia, UGL, Sedgman, Thiess, Pacific Partnerships and EIC Activities.

Our mission is to generate sustainable returns for our shareholders while delivering outstanding results for our clients and providing safe, rewarding and fulfilling careers for our people. We live by CIMIC’s core principles of integrity, accountability, innovation and delivery, all underpinned by safety.

About You – Qualifications & Experience

To be successful in this role, you will bring:

• Minimum of 4 years technical working experience in an Enterprise ICT environment
• ITIL Foundation Certificate (Desirable)
• Relative Microsoft support certifications
• Experience at working both independently and in a team-oriented, collaborative environment is (Essential)
• A strong understanding of ITIL principles in a complex ICT environment (Desirable)
• Broad, contemporary knowledge of ICT products and services with the ability to engage in technical discussion with technical staff
• Site ICT infrastructure mobilisation and demobilisations
• Experience in providing Microsoft centric 2nd level ICT support
• Experience in supporting Video conferencing systems
• Technical experience in supporting computer hardware and networking technologies
• Extensive application support experience including Microsoft O365 product suite
• Demonstrated experience in compiling knowledge base articles for support purposes