At a Glance
- Tasks: Monitor tech service performance and coordinate major incidents for smooth operations.
- Company: Join Australian Payments Plus, a team-driven company focused on innovation.
- Benefits: Flexible work environment, career growth opportunities, and a supportive team culture.
- Other info: Continuous learning and support for your professional development.
- Why this job: Make a real impact in the payments ecosystem while developing your skills.
- Qualifications: Experience in IT Service Delivery and strong stakeholder management skills.
The predicted salary is between 75600 - 92400 $ per year.
This is a IT Service Delivery Analyst role with Australian Payments Plus based in Sydney, NSW, AU
- Australian Payments Plus Role Seniority
- mid level
Life @ AP+
We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences.
Each of us has a part to play in making that happen.
You'll be encouraged to bring your big ideas forward and make a difference through your work.
Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.
We're driven by our core values: lead with heart, learn for tomorrow and live our legacy.
A purpose like ours takes the inspired impact of an incredible team.
Ready to change the game?
We're ready to help you do it.
The Role
As an IT Service Delivery Analyst, you'll help ensure the reliable, secure and efficient delivery of technology services that underpin Australia's payments ecosystem.
You'll be at the centre of technology operations, coordinating incidents, changes and service performance while partnering with business stakeholders, technology teams and suppliers to keep critical services running smoothly.
Your insights, coordination and continuous improvement mindset will help strengthen operational resilience and deliver exceptional service outcomes.
- Key Outcomes The Role Will Own
- 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.
- Analyse 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.
- Required Experience To Be Successful In The Role
We're looking for a proactive IT Service Delivery professional who enjoys working across technology operations, stakeholder engagement and service improvement. You'll bring:
- 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 analyse 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 organisational 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.
- Relevant qualifications in Information Technology, Business or a related discipline. ITIL Foundation (or equivalent IT Service Management certification) will be highly regarded.
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.
AP+ are not partnering with Recruitment agencies for this role.
Before we jump into the responsibilities of the role.
No matter what you come in knowing, you'll be learning new things all the time and the Australian Payments Plus team will be there to support your growth.
Key Responsibilities
- Monitoring service performance
- Coordinating major incidents
- Supporting change management
- Key Strengths
- IT Service Delivery
- IT Service Management (ITSM)
- Stakeholder Management
- Analytical Skills
- Organisational Skills
- ITIL Certification
A Final Note: This is a role with Australian Payments Plus not with Hatch.
IT Service Delivery Analyst employer: Hatch
Mercor is an exceptional employer that values innovation and expertise in the accounting field, offering a fully remote work environment that promotes flexibility and work-life balance. With a strong focus on professional development, employees have access to continuous learning opportunities and the chance to tackle complex challenges in financial reporting and auditing. The collaborative culture encourages creativity and teamwork, making it an ideal place for those looking to make a meaningful impact in the industry.
