Job Description

• Lead full project lifecycle execution—understand requirements, define scope, and ensure timely, quality delivery.
• Establish and maintain processes, methodologies, and SLAs to ensure consistent service excellence.
• Act as the main escalation point for critical incidents; coordinate resolution teams and drive post-incident reviews.
• Own service delivery performance, customer satisfaction, and continuous improvement initiatives.
• Prepare regular reports on service KPIs, incident updates, and project progress for management.
• Lead and grow a software engineering team, including hiring, coaching, mentoring, and performance management.
• Maintain strong customer relationships and ensure transparent communication throughout delivery.
• Work closely with internal teams (client servicing, UX, creative, product) to ensure smooth cross-team collaboration.
• Partner with technical vendors to align on standards for software quality, infrastructure, and security.
• Ensure all services comply with governance, RMIT, outsourcing, and security guidelines.

Job Requirements

• Bachelor’s degree in Computer Science, IT, Engineering, or related field.
• Proven leadership experience, having previously supervised a technical or delivery team.
• Minimum 3 years in a service delivery or similar role or 7 years working in enterprise/cloud-based software environments.
• Strong background in software development—either as a former developer or through technical oversight of software development projects.
• Experience managing third-party vendors or service providers.
• Strong organisational, project management, and multitasking skills.
• Familiarity with incident management, escalation frameworks, resource planning, and ITIL practices.
• Excellent communication, stakeholder management, and customer service capabilities.
• Strong problem-solving skills and the ability to work under pressure.
• Certifications (preferred but not mandatory): ITIL/ITSM for Service Management, and PMP or Six Sigma for Project Management.

Skills