IT Service Delivery Team Leader - NSW, VIC or WA

Company: Keller Ground Engineering Pty Ltd
Location: Washington
Posted on: March 28, 2025

Job Description:

IT Service Delivery Team Leader - NSW, VIC or WAPosition available at multiple locationsLead Keller's IT Service Desk and on-site service teams in Australia, ensuring top-tier support, global alignment, and high customer satisfaction. Apply now!IT Service Delivery Team LeaderAbout Keller AustraliaWe are Australia's leader in geotechnical solutions and proud to be one of the globally connected companies of Keller, the world's largest geotechnical engineering contractor. We have delivered industry leading foundations and ground improvement solutions to the building, construction, and mining industries in Australia for over 60 years.About the roleThe IT Service Delivery Team Leader is responsible for managing the IT Service Desk and on-site support teams within the Australia region of Keller, ensuring alignment with global IT standards and local business needs. The role focuses on delivering efficient technical support, maintaining business relationships, and driving a high level of customer satisfaction.This position offers the flexibility to be based at one of our head office locations: Macquarie Park NSW, Braeside VIC, or Canningvale WA.Key responsibilities

• Managing IT operations, ensuring smooth service delivery, and acting as a liaison between Group IT and the business
• Supervising and supporting a team of three IT professionals, providing coaching and development
• Monitoring and managing IT incidents, ensuring open cases are regularly updated and closed within globally agreed standards.
• Ensuring compliance with IT controls, standards, and procurement processes
• Tracking IT assets, stock levels, and budgets
• Overseeing IT onboarding for new hires and coordinating with HR
• Planning and coordinating travel for site and office visits (VIC, QLD, WA)
• Managing and escalating incidents using ServiceNow
• Participating in and leading IT projects related to service delivery
• Participating in the development and maintenance of our global ITSM, service delivery procedures, and knowledge base documentation
• Building and maintaining strong relationships with BU leadership and stakeholders
  About you
  • Proven experience in an IT service desk or technical support environment with at least five years of leadership experience in a geographically dispersed environment
  • Degree or Diploma in IT or related field
  • Experience supporting the Microsoft suite of end user products and management tools (AD, O365, Endpoint Management)
  • Strong technical knowledge of desktop hardware, operating systems, software applications, and networking concepts
  • Familiarity with IT service management (ITSM) frameworks such as ITIL, and experience with ServiceNow
  • Strong leadership and team management skills with the ability to inspire and develop professionals
  • Excellent problem-solving abilities and a customer-centric approach
  • Ability to communicate complex technical concepts clearly across all levels of the organisation
  • Experience in project/contracting-based organisations is a plus
    Why work with us
    • Job stability with a global leader
    • Flexible working environment
    • A strong commitment to learning and development
    • Collaborative and supportive team culture
    • Contribute to sustainability improvements in construction
    • Knowledge-sharing from global experts
    • Fair employment practices with a focus on promoting from within
    • Exposure to innovative projects and career progression opportunities
      How to applyWe are committed to attracting, developing, and retaining the right people who are highly competent, live our values and actively contribute to our long-term success.If you are an experienced IT professional looking for an opportunity to lead a dynamic team and drive IT service excellence, we would love to hear from you! Submit your application by clicking the apply button now!Keller Australia is an equal opportunity employer, and we support diversity in our workforce. Applications from people of culturally and linguistically diverse backgrounds; equity target groups including women, people with disabilities, people who identify as LGBTI+; and people of Aboriginal and Torres Strait Islander descent, are encouraged to apply.
      
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