Service Delivery Manager

Job Summary:

You’ll join the team delivering the Bus Solution package of the Opal Next Generation (ONG) program—an exciting, high-impact initiative that will reshape how passengers plan journeys, pay for travel, and access real-time information across the NSW Opal-enabled bus network.

As Service Delivery Manager, you’ll play a key role in the successful delivery and ongoing operation of the TfNSW Opal Next Generation (ONG) project. Working across project delivery and the transition into live operations, you’ll lead structured service management activities that keep delivery aligned to contractual requirements and client expectations.

You’ll be the critical link between project, technical and operations teams, while partnering closely with TfNSW to build a strong service management culture from day one. The role will, during the project phase, matrix manage contributing resources, working across internal teams and with the client to embed a strong service management culture from project commencement through to steady-state operations.

Job Description:

You’ll have the opportunity to work across: 

Service Management & Delivery: 

• Own and manage the service management framework for the ONG Bus System project, ensuring it is established during the project phase and operational ahead of go-live. 

• Ensure the ONG Bus System managed service contract is delivered effectively, meeting all operational, service level, and contractual performance requirements. 

• Monitor service performance against defined SLAs and KPIs, identifying issues early and driving corrective actions to resolution. 

• Manage period-end service reporting and service review meetings, preparing accurate and timely service performance reports for the project teams, operations teams, and the customer. 

• Maintain a strong focus on continual service improvement, proactively identifying opportunities to enhance service quality, efficiency, and client satisfaction. 

• Apply ITIL best practice frameworks to underpin all service management activities, ensuring processes are robust, repeatable, and scalable. 

• Implement and manage the project ITSM platform (Jira Service Management), ensuring it is configured to support the ONG service model and adopted effectively across the team. 

Project to Operations Transition: 

• Support planning and execution of the transition from project delivery into BAU operations, working closely with the Project Director and delivery teams to ensure operational readiness. 

• Define and document service processes, procedures, and operational runbooks ahead of go-live milestones.  This will include the creation of new documentation, and/or the modification of existing documentation to meet the project and operations requirements.  

• Coordinate acceptance testing and validation of service management processes and tooling prior to transition. 

• Ensure that knowledge transfer, training, and documentation requirements are met to support a smooth handover into operations. 

• Track and report on operational readiness, escalating risks or gaps to the Project Director and Director of Operations as required. 

Stakeholder & Client Engagement: 

• Support the Project Director in managing the customer relationship on service-related matters, acting as the operational point of contact for service performance, issues, and improvement activities. 

• Build and maintain productive working relationships with customer stakeholders, and internal project and delivery teams. 

• Prepare and present service performance reports and improvement plans for client and governance forums. 

• Manage stakeholder expectations in relation to service performance, planned changes, and service incidents and problem management. 

• Coordinate with the customer and relevant parties to manage service incidents, escalations, and communications in a timely and professional manner. 

Process Development & Improvement: 

• Develop and maintain service management processes that are resilient, scalable, and capable of accommodating project changes and product enhancements over the contract term. 

• Drive continual service improvement through structured review of service performance data, incident trends, and client feedback. 

• Implement and embed continuous improvement methodologies to enhance service efficiency and quality. 

• Ensure service processes remain aligned with evolving contractual requirements, operational needs, and operational standards. 

Financial & Commercial Input: 

• Provide financial inputs to support budget tracking, forecasting, and reporting at a service operations level, working with the Project Director and Project Accountant. 

• Monitor service-related expenditure and flag variances or risks to the Project Director and Head of Service Management in a timely manner. 

• Support commercial governance by ensuring service delivery activities are aligned with contractual obligations and change control processes. 

Risk, Issues & Quality: 

• Identify, track, and escalate service delivery risks and issues, ensuring they are documented and managed in line with project and PMO processes. 

• Support quality assurance across service deliverables, ensuring processes, documentation, and outputs meet required standards. 

• Ensure compliance with relevant legislative, data governance, and contractual obligations applicable to the customer's operational environment. 

What you’ll bring to the role:

• Experience in service delivery management or service operations roles within technology, transport, or government environments. 

• Demonstrated experience managing service delivery across both project delivery and BAU operational phases. 

• Strong working knowledge of ITIL best practice frameworks, with practical experience applying service management principles in a complex, multi-stakeholder environment. 

• Experience implementing and managing ITSM platforms, with specific experience in Jira Service Management desirable. 

• Ability to work effectively without direct reports, operating with a high degree of initiative, self-direction, and accountability. 

• Strong stakeholder management and communication skills, with experience supporting senior client relationships and preparing governance-quality service reports. 

• Experience supporting project-to-operations transition activities, including operational readiness, knowledge transfer, and process establishment. 

• Familiarity with Lean or continuous improvement methodologies and their application in a service management context. 

• Sound financial literacy, with experience contributing to budget tracking and commercial reporting at an operational level. 

• High attention to detail and strong organisational skills, with the ability to manage competing priorities across project and BAU responsibilities simultaneously. 

• ITIL Foundation certification (minimum); ITIL Practitioner or Managing Professional desirable. PMP or PRINCE2 certification is advantageous. 

• Tertiary qualification in Information Technology, Business, Engineering, or a related discipline is desirable. 

• On-site location: Sydney-based. Expected attendance in line with project, with a minimum of three to four days per week on-site, split between multiple TfNSW stakeholder locations (Macquarie Park, Parramatta and Sydney CBD) and the program delivery office (Sydney CBD). 

• Travel: Occasional interstate and international travel to coordinate with global teams. 

Why Trapeze?

Trapeze Group is a global public transport technology leader. We partner with transport authorities and operator organisations to solve challenges, save money, and improve the experience of the millions of people that travel with our customers every day.

Trapeze is part of Modaxo, the people-transport division of Constellation Software Inc. (TSX: CSU)—a global technology leader with over $8 billion USD in annual revenue. At Trapeze, we value our people and foster a collaborative, inclusive, and balanced work environment where everyone can thrive.

Questions?

If you feel excited by the opportunity to join a scaling global business, please apply now. We'd love to hear from you.

Trapeze Group is committed to creating a culture that values inclusion and diversity. We strongly encourage Aboriginal and Torres Strait Islander peoples, people with disability, mature aged workers, and people from culturally and linguistically diverse backgrounds to submit their application. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, family or career responsibilities, or veteran status. 

Please note: Only applicants with Australian working rights will be considered for this role. You will need to successfully pass an Australian National Police Check if you are successful.

Worker Type:

Regular

Number of Openings Available:

1