yourtown is a trusted provider of services for young people, with a focus on mental health and wellbeing, long-term unemployment, prevention of youth suicide, child protection, as well as support for those experiencing domestic and family violence.

yourtown helps children and young people realise they have the ability to tackle whatever life throws at them. We help them to believe in their unique strengths, tenacity and self-determination. We recognise the courage and determination of children and young people when they reach out to yourtown for support.

Realise your potential at yourtown.

your opportunity

We are seeking an accomplished, forward-thinking customer focused leader to join yourtown in the pivotal role of Head of Service Delivery & Governance within our IT&D team.

As a critical member of our senior leadership team, you will play a central role in working directly with yourtown lines of business to ensure their technology needs are at the standard required to meet our overarching business objectives. Based at our Milton head office, you will lead the ITIL based service delivery across all yourtown sites.

Along with this, you will establish robust governance frameworks by implementing effective controls and oversight mechanisms, to enhance ID&T customer service to a higher standard of excellence and accountability.

In this role, you will:

• Develop and communicate a clear vision for IT service delivery aligned with yourtown’s business objectives and annual priorities.
• Manage service level agreements (SLAs), IT support functions, and ensure availability, performance, and scalability of IT systems.
• Establish and maintain a governance framework for business continuity, risk management, compliance, and alignment with industry standards.
• Serve as a liaison between IT and other business units, ensuring transparent communication and fostering strong relationships.
• Lead, mentor, and develop a diverse team of IT professionals, ensuring they have the skills, tools, and motivation to exceed objectives.
• Provide commercial guidance, oversee IT service delivery budget, manage vendor contracts, and optimise resource allocation.
• Drive continuous improvement of IT service delivery processes through best practices, performance metrics, and feedback mechanisms.

what we are looking for

To be successful in this role, you will:

• Extensive experience driving high performing ITIL based service delivery teams.
• Possess tertiary qualifications in Information Technology, Information Management, business management or a related field.
• Demonstrate a profound grasp of the business's reliance on technology ecosystems, leading support teams in application maintenance best practices and processes.
• Proven success improving customer experience, drive operational efficiencies, improve processes, and generally adopt a spirit of continuous improvement.
• Demonstrate prior proficiency in performance management, leadership, staffing, coordination, and ongoing professional development, showcasing a history of successfully implementing strategies to enhance team productivity, foster employee growth, optimise resource allocation, streamline processes, and cultivate a culture of continuous learning and improvement.
• Exhibit excellent organisational skills, problem-solving abilities, and interpersonal skills to engage and influence key stakeholders effectively. Prioritise tasks, multitask, and maintain a customer-focused approach in a demanding professional environment.

your benefits

When you join yourtown you will be welcomed into a safe, inclusive, and diverse community and an established and reputable national organisation. We are a resilient, resourceful, and dedicated team who strive to make a difference and not accept the status quo.

Your employment experience will include:

• Salary sacrifice options to increase your take home pay
• Ability to negotiate flexible work hours and work arrangements
• Opportunities for internal and external professional development
• Free access to LinkedIn Learning including over 16,000 learning modules
• A genuine focus on employee health and wellbeing
• YourWellness program includes free access to Calm & Centr Apps
• Access to free and confidential counselling sessions for you and members of your immediate family
• Access to discounted private health insurance, banking and finance, insurance, and superannuation through our partner organisations
• An environment that genuinely values diversity and cultural capability and is an equal opportunity employer

How to Apply

If you believe in the power of young people and in yourself, join team yourtown and have an amazing impact on the lives of young people, their families, neighbourhoods and the wider community in Australia.

To apply, and for a full Position Description please visit: our careers page.

Contact: Lily Welch, Talent Acquisition Specialist, [email protected], using the subject line: Head of Service Delivery & Governance enquiry via EthicalJobs.

yourtown has a zero-tolerance approach to abuse and we believe that Safeguarding is a shared responsibility of all, for all.

yourtown is committed to providing services that protect and keep children, young people and adults at risk free from harm. The appointment of successful applicants will be subject to satisfactory screening for child-related employment including the completion of a National Criminal History Check and retention of a valid Working with Children Check.

In our team we value diversity, inclusivity and people who want to make a difference.