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About the Role

As an IT Service Delivery Analyst, you will ensure the reliable, secure, and efficient delivery of technology services that support Australia's payments ecosystem. You will coordinate incidents, changes, and service performance, partnering with stakeholders, technology teams, and suppliers to maintain critical services. Your insights and continuous improvement mindset will enhance operational resilience and service outcomes.

Responsibilities

Monitor and report on technology service performance, ensuring agreed service levels are achieved and operational risks are proactively managed.
Coordinate major incidents from identification through to resolution, driving stakeholder communications, recovery activities, and post-incident reviews.
Support end-to-end change management processes, ensuring technology changes are assessed, governed, and implemented with minimal business disruption.
Analyze service performance, incident, and operational data to identify trends and drive continuous service improvement.
Coordinate the delivery of small to medium technology initiatives, managing priorities, risks, issues, and delivery outcomes.
Partner with business stakeholders, technology teams, and suppliers to resolve service issues and improve the customer experience.
Maintain accurate operational governance, reporting, and service management documentation to support audit, compliance, and effective decision-making.
Contribute to a culture of operational excellence by identifying opportunities to improve service quality, efficiency, and technology delivery practices.
Deliver effective Major Incident Management through participation in an on-call roster, ensuring timely service restoration, coordinated stakeholder engagement, and minimal impact to customers and the business.

Requirements

Demonstrated experience in IT Service Delivery, Service Operations, Service Desk, or Technology Operations within a structured enterprise environment.
Strong understanding of IT Service Management (ITSM) practices, including Incident, Change, Service Level, Risk, and Supplier Management.
Experience coordinating major incidents, change activities, and operational service delivery across multiple stakeholders.
Proven ability to analyze service performance and operational data to identify trends, improve service quality, and support decision-making.
Experience working with internal technology teams, external suppliers, and business stakeholders to resolve service issues and deliver positive customer outcomes.
Strong organizational skills, with the ability to manage competing priorities while maintaining accurate governance, reporting, and operational records.
Excellent communication and stakeholder management skills, with the confidence to facilitate discussions, coordinate activities, and influence outcomes.

Skills

ITSM practices
Incident Management
Change Management
Service Level Management
Risk Management
Supplier Management
Data Analysis
Stakeholder Engagement
Communication
Organizational Skills

Education Level

Relevant qualifications in Information Technology, Business, or a related discipline.
ITIL Foundation (or equivalent IT Service Management certification) will be highly regarded.

About the Company

We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences.
We’re driven by our core values: lead with heart, learn for tomorrow and live our legacy.
At AP+, we believe in the power of passion, pride, and purpose.
Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.

Equal Opportunity

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help.
We also encourage you to let us know your pronouns at any point during the recruitment process.