IT Service Delivery Lead

As a Service Delivery Lead at Mivada, you will be responsible for championing the end-to-end success of the Application Managed Services (AMS) portfolio. Your role involves becoming a trusted advisor to post-implementation customers, driving strategic outcomes, operational excellence, and long-term partnership value. You will serve as the operational backbone of the service management function, ensuring dependable, scalable, and measurable service delivery aligned with ITIL best practices. This position is ideal for individuals who excel in customer success, delivery governance, and team leadership. Key Responsibilities: - Serve as the primary point of contact for AMS clients, ensuring their ERP investment evolves with their business priorities. - Monitor service delivery performance against SLAs, proactively identify risks, and resolve constraints to maintain consistent 'Green' account health. - Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), presenting insights, performance metrics, and strategic recommendations. - Oversee triage for complex incidents, ensuring high-quality Root Cause Analysis and permanent resolutions from both onshore and offshore teams. - Manage the end-to-end process of handling changes to IT services to minimize risk and disruption. - Scope, plan, and govern small-scale project work and ongoing enhancements within client accounts. - Maintain a single consolidated view of account KPIs, budgets, risks, and reporting across your portfolio. - Coach team members on managing escalations, prioritizing workloads, and refining their consulting skills. Qualifications Required: - 10+ years' experience in Application Managed Services or IT Service Management. - Thorough understanding of ITIL principles and demonstrated experience working within global/offshore support models. - Exceptional communication and advisory skills with experience influencing senior business and IT leaders. - Bachelor's degree or equivalent; ITIL or PMP certification highly advantageous. - Familiarity with Workday modules, release cycles, and tenant strategy. Mivada, as a fast-growing technology consulting firm specializing in People Systems, Automation, and Data & Analytics, challenges traditional consulting norms by valuing people, listening to clients, and delivering flexible, honest solutions. Partnering with big brands and large enterprise organizations, including stock-exchange-listed businesses (ASX / Nasdaq / NYSE), Mivada aims to deliver a meaningful impact across Australia and the USA. Additionally, competitive compensation, flexible working arrangements, and Doona Days for mental health support are offered to employees. As a Service Delivery Lead at Mivada, you will be responsible for championing the end-to-end success of the Application Managed Services (AMS) portfolio. Your role involves becoming a trusted advisor to post-implementation customers, driving strategic outcomes, operational excellence, and long-term partnership value. You will serve as the operational backbone of the service management function, ensuring dependable, scalable, and measurable service delivery aligned with ITIL best practices. This position is ideal for individuals who excel in customer success, delivery governance, and team leadership. Key Responsibilities: - Serve as the primary point of contact for AMS clients, ensuring their ERP investment evolves with their business priorities. - Monitor service delivery performance against SLAs, proactively identify risks, and resolve constraints to maintain consistent 'Green' account health. - Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), presenting insights, performance metrics, and strategic recommendations. - Oversee triage for complex incidents, ensuring high-quality Root Cause Analysis and permanent resolutions from both onshore and offshore teams. - Manage the end-to-end process of handling changes to IT services to minimize risk and disruption. - Scope, plan, and govern small-scale project work and ongoing enhancements within client accounts. - Maintain a single consolidated view of account KPIs, budgets, risks, and reporting across your portfolio. - Coach team members on managing escalations, prioritizing workloads, and refining their consulting skills. Qualifications Required: - 10+ years' experience in Application Managed Services or IT Service Management. - Thorough understanding of ITIL principles and demonstrated experience working within global/offshore support models. - Exceptional communication and advisory skills with experience influencing senior business and IT leaders. - Bachelor's degree or equivalent; ITIL or PMP certification highly advantageous. - Familiarity with Workday modules, release cycles, and tenant strategy. Mivada, as a fast-growing technology consulting firm specializing in People Systems, Automation, and Data & Analytics, challenges traditional consulting norms by valuing peopl