IT Service Delivery Manager

IT Service Delivery Manager

As an IT Service Delivery Manager (SDM), you will be accountable for the end-to-end delivery of IT services to MUFG Retirement Solutions business internal client groups. You'll develop and embed the service management framework, build strong relationships across the business, and ensure our technology strategy is successfully executed.

This role is ideal for someone who enjoys working in a dynamic environment, is passionate about continuous improvement, and brings broad experience across the SDLC. You'll act as a key conduit between business users, IT teams and vendors—ensuring systems are robust, secure, and aligned with regulatory and policy expectations.

Location: Melbourne preferred but open to Sydney

Role Type: Permanent role

What You'll Be Doing

• Provide IT Service Delivery services to your clients
• Operate as the primary point of contact for IT services, ensuring high levels of client satisfaction
• Drive service delivery excellence through strong governance, clear communication, and proactive issue management
• Attend incident management meetings and oversee incident communications
• Manage system access requests and maintain strong security controls
• Develop a deep understanding of business needs and translate these into strategic technology requirements
• Collaborate with project teams to de-risk delivery and support organizational goals Identify root cause trends and execute improvement plans
• Oversee day-to-day operational service issues and requests
• Review IT risks, incidents, and issues across GRC, ITH, JIRA and other platforms
• Prepare and present monthly SLA reports
• Ensure compliance with security, risk, audit, and regulatory frameworks
• Foster collaborative relationships with technology teams, business stakeholders, and vendors
• Promote continuous improvement across all service delivery practices

What You Bring

• 7-10 yrs of demonstrated experience in similar roles across multiple areas of the SDLC (analysis, Project Management, development, testing) within the financial services industry
• A strong customer centric approach with the ability to build trusted relationships
• Proven ability to engage and influence both onshore and offshore vendors or client groups
• Skilled in prioritizing work, managing competing deadlines and delivering on commitments
• Strong communication skills tailored to different audiences
• A proactive mindset with the ability to anticipate risk and remove obstacles
• A commitment to continuous learning, self-reflection, and professional growth

Some of Our Employment Benefits

• Flexible and Hybrid Working– enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognize people who are demonstrating our values and Company purpose.
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!

Culture at MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

How to apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening including police and employment history checks prior to commencement of employment