IT Service Delivery Analyst

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.

What happens next:

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.

If you’re ready to be a game changer, please submit your application. The Talent Acquisition team will endeavour to review your application and notify you of the outcome within the next two weeks.

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

AP+ are not partnering with Recruitment agencies for this role.