Information Technology Service Delivery Manager

IT Service Delivery Manager (Digital Channels)

• Permanent, full‑time position
• Flexible, hybrid working environment
• Lead service delivery across critical digital platforms used by members at scale

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

Your New Role

Are you a service delivery leader who understands how digital platforms perform in real life, impact users, and how to improve them?

As IT Service Delivery Manager (Digital Channels), you’ll sit within the Member Platforms Operations team and be responsible for leading application support across the Fund’s web, mobile and digital channels.  Note that this role is known internally as Service Delivery Manager - Unassisted Channels.

At its core, this role is about leading application support, service performance and customer experience across web and mobile platforms, ensuring these services operate reliably, efficiently and consistently deliver high‑quality outcomes for members.

You’ll lead a team of support analysts while working closely with stakeholders across the business, including contact centre, complaints, platform teams and vendors, to proactively manage incidents, reduce risk and continuously improve service performance across unassisted channels.

This is a role for someone who understands that service delivery is not just about uptime, but about how effectively digital platforms support real customer journeys at scale.

What You’ll Do

• Lead and develop a team delivering application support and incident management across digital member platforms
• Drive service performance, stability and reliability across web and mobile channels
• Act as the central point of accountability for service delivery, incidents, problems and risks across unassisted channels
• Analyse incident trends and operational data to identify recurring issues and drive improvement initiatives
• Partner with business and technology stakeholders to improve customer experience and platform usability
• Support Transition to Operations (TTO) and ensure new services are production-ready and supportable

What You’ll Need

• Strong experience in service delivery, IT operations or service management within large enterprise environments
• Proven leadership experience managing teams in high‑volume, customer-facing service environments (ideally contact centre environments)
• Deep understanding of ITIL / ITSM frameworks and service management practices
• Experience managing incidents, service performance and operational risk across digital or platform environments
• Strong stakeholder management and influencing skills across business and technology teams
• Experience working in regulated environments, ideally financial services

Highly Regarded skills would also include:

• Experience supporting customer-facing digital platforms (web, mobile, contact centre ecosystems)
• Experience with service platforms such as ServiceNow
• Exposure to automation, AI and high-volume service environments
• Strong understanding of customer service operations and end-user impact

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What’s Next

If you’re ready to bring your energy, integrity, generosity of spirit and passion for excellent outcomes to a team that’s shaping how data is managed and used across Investments, apply now!

Australian or New Zealand citizenship or Australian permanent residency status is required.

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AustralianSuper may use AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead.