Service Delivery Manager

As our Service Delivery Manager, you will play a key role in ensuring RAC delivers high-quality, dependable technology services to our members and employees. You will lead the evolution of our IT service management practices, strengthening governance, operational resilience, compliance, and performance reporting while driving continuous improvement across the technology landscape. 

What will you be doing?

• Lead and continually enhance RAC’s IT Service Management (ITSM) framework, ensuring processes, policies, standards and procedures are scalable, effective, compliant and aligned to organisational objectives.
• Lead the ITSM Process Specialists and Technical Writing team, driving service management maturity, knowledge management, operational excellence and the adoption of best practice across the organisation.
• Lead the governance, integrity and ongoing maturity of RAC’s Configuration Management Database (CMDB), ensuring accurate visibility of technology assets, service relationships and dependencies to support incident management, change enablement, operational resilience and informed decision-making.
• Ensure compliance with regulatory and operational resilience obligations, including CPS230, through effective governance, controls, service management data integrity, performance reporting and risk oversight.
• Lead the Major Incident Management practice, ensuring effective incident response, stakeholder communication, post-incident reviews and continual service improvement to minimise business impact.
• Drive continual improvement across the ITSM ecosystem through automation, AI-enabled capabilities, workflow optimisation, platform enhancement and service management innovation.
• Develop and oversee service management strategy, roadmaps, tooling, performance metrics and reporting frameworks, while building strong partnerships across Cyber Security, Risk, Governance, Architecture and Operations to strengthen organisational resilience, improve customer outcomes and deliver reliable technology services.

What are we looking for in you?

• Experience leading IT Service Management functions within a large, complex organisation, with a proven ability to develop and embed ITSM frameworks, governance and best practices.
• Demonstrated experience leading Major Incident Management, operational resilience, risk and compliance activities, ideally within a highly regulated or APRA-regulated environment.
• Proven leadership experience building and developing high-performing teams while influencing senior stakeholders and driving organisation-wide service management outcomes.
• Strong knowledge of ITIL Service Management practices, including Incident, Problem, Change, Knowledge and Service Level Management, with relevant ITIL certification and tertiary qualifications.
• Experience delivering service transformation through automation, AI-enabled capabilities, workflow optimisation and continual improvement initiatives.
• Strong analytical capability with experience developing service metrics, dashboards and executive reporting that drive informed decision-making and measurable business outcomes.
• Experience with modern ITSM platforms such as Jira Service Management and Confluence, with knowledge of CPS230, operational resilience, enterprise service management or related governance frameworks being highly regarded.

What is in it for you?

• Working in an environment that is embracing a continuous improvement culture using experimentation to support learning
• Time dedicated to your personal development time with access to training, development, and certification programs to ensure you can upskill
• Being part of empowered, cross-functional agile delivery teams that works with the business to build systems that solve problems
• Complete flexibility to choose between working from the home or office with flexible hours for a better work life balance
• Building digital systems that will shape the future for the RAC and a better WA
• Gain RAC Staff Benefits including free Roadside Assistance and 25% discount on your Insurances, Social Club and access Fitness Passport for cheaper gym memberships

About RAC

RAC WA is a member-focused organisation dedicated to serving the Western Australian community. Our mission is to create a safer, more sustainable, and connected future for all Western Australians.
RAC values inclusivity, diversity, and flexibility in the workplace. As an Equal Opportunity Employer, we welcome everyone. For assistance during the application process, contact [email protected]. #LI-JC1