ICT Service Delivery Lead

About the Opportunity

This role provides leadership and operational oversight of ICT service delivery functions across Melbourne City Mission (MCM) Group. Reporting to the Infrastructure Manager, the ICT Service Delivery Lead is responsible for managing our First on Fix, Field Service and Technical Analyst Teams, ensuring seamless IT support and driving continual service improvements. The role contributes to ICT strategy through hands-on leadership and system optimisation.

About you

We are looking for someone who can:

• Lead ICT teams in a dynamic, hybrid environment with a focus on incident, request, and problem management
• Demonstrate strong stakeholder communication and influence skills, supporting a customer-focused culture
• Apply practical knowledge of ITIL frameworks and SLA performance management and reporting 
• Provide technical expertise across Microsoft 365, Azure, Active Directory, and virtualisation environments
• Oversee ICT asset, procurement, and vendor management with a focus on compliance and efficiency

Benefits of working with MCM include:

• Diverse and inclusive organisation
• Attractive Salary Packaging benefits
• Supportive learning and development environment
• Culture of continuous improvement

Essential

• Demonstrated leadership of ICT support teams
• Strong experience in ITIL-based service delivery in complex environments
• Excellent problem-solving, interpersonal, and stakeholder engagement skills
• Advanced technical knowledge across Microsoft 
• Experience with service desk tools like ServiceNow or equivalent

Screening Criteria

• National Police check
• Working with Children check and NDIS Worker Screening check or ability to obtain
• Valid Victorian Driver’s License
• Right to Work in Australia

Applications for this role will close on 1st July 2025
Applications may close before the deadline, so please apply early. Please include your current resume and a brief cover letter.

Please review the full position description to understand more about the role and responsibilities. If you have any accessibility needs throughout the recruitment process, contact recruitment@mcm.org.au to let us know how we can support you.

About MCM

Melbourne City Mission (MCM) is an inclusive, equal opportunity employer with a strong commitment to safety. We proudly support diversity and value the unique perspectives each person brings to our team. We offer a range of services in Disability, Homelessness, Palliative Care, Early Years, and Education, and work to create positive change through advocacy and innovation.

Our commitment to Safety

MCM is committed to the safety of its clients and employees, taking a zero-tolerance approach to violence within the workplace and abuse, including child abuse and abuse of people with disability. All employees are required to comply with the Child Safe Standards.

Our commitment to Diversity, Inclusion & Equity of Access

We embrace diversity and understand that an inclusive workforce leads to innovation and impact. Our Diversity, Equity, and Inclusion Strategy supports a welcoming workplace culture for all. Aboriginal and Torres Strait Islander applicants are strongly encouraged to apply.