IT Operations & Service Delivery Lead- Full Time

West HQ

West HQ is one of Western Sydney’s leading entertainment, hospitality, fitness and lifestyle destinations. Behind our diverse venues and experiences is a technology environment that operates around the clock.

We’re looking for an experienced IT Operations & Service Delivery Lead to join our ICT team and help deliver reliable, responsive and continually improving technology services across our 24/7 operations.

Reporting to the Head of ICT, this is a hands-on Team Lead role where you’ll coordinate day-to-day ICT operations, guide Support Engineers, manage technical escalations and help strengthen service delivery across the business. You’ll also use Power BI and operational data to identify trends, improve performance and support better decision-making.

The day-to-day:

• Coordinate daily IT service delivery, priorities and operational escalations
• Act as the senior technical escalation point for major and business-impacting incidents
• Drive effective Incident, Problem, Change and Service Request Management
• Monitor SLAs, ticket performance, recurring incidents and service trends
• Develop Power BI dashboards and operational reporting to identify trends and improvement opportunities
• Support business-critical applications, integrations and digital services
• Provide operational support across Microsoft 365, Active Directory, Entra ID, Windows Server, endpoints and infrastructure
• Improve automation, monitoring, documentation, self-service and knowledge management
• Provide technical guidance and mentoring to Support Engineers
• Coordinate vendor escalations and build strong relationships with internal stakeholders
• Support the transition of new technology services into BAU operations

Our perfect fit:
You’re an experienced IT professional who enjoys being hands-on, solving complex problems and taking ownership from issue through to resolution.

• 5+ years’ experience across IT operations, service delivery, infrastructure or application support
• Practical ITIL/ITSM experience across Incident, Problem and Change Management
• Experience managing technical escalations and major incidents
• Strong knowledge of Microsoft 365, Active Directory/Entra ID, Windows Server, networking, endpoints and business applications
• Practical Power BI experience, including developing dashboards and operational reports
• The ability to interpret application and operational data and turn it into meaningful insights
• Strong troubleshooting, customer service, stakeholder and vendor management skills
• The ability to guide and mentor technical colleagues
• A proactive, accountable and customer-focused approach

Highly regarded

• ITIL Foundation or higher certification
• PowerShell, automation or monitoring experience
• SQL or data extraction experience
• Exposure to POS, EFTPOS, PMS or other venue-based technology
• Experience within hospitality, entertainment, gaming, hotels, fitness or another 24/7 environment

Why this role

This is an opportunity to take a leading role in the day-to-day delivery of technology services across a diverse and fast-paced organisation. You’ll have the opportunity to influence how ICT operates, improve service standards and help build a more proactive, data-led and resilient technology environment.

If you enjoy solving complex operational issues, working across technology and data, supporting others and taking ownership through to resolution, we’d love to hear from you.

APPLY NOW!!

To learn more about West HQ visit 

www.westhq.com.au