IT Service Delivery Analyst

IT Service Delivery Analyst Join Jaybro as IT Service Delivery Analyst in Arndell Park: drive service governance, continual improvement, and insights with a collaborative, inclusive team. Apply now! Jaybro's Technology team is looking for an experienced and customer-focused IT Service Delivery Analyst to join our growing team based in Arndell Park, NSW. As a leader in the civil construction sector for over 29 years, Jaybro Group is a full-service supplier to infrastructure, construction and maintenance contractors with offices, warehouses and manufacturing facilitates across Australia and New Zealand. Jaybro strives to provide its customers with industry leading service, fast delivery, expert advice and quality products. With a combination of industry leading products and services, and a motivated and skilled team, Jaybro Group sets the standard in the infrastructure industry. Our commitment to employee development has resulted in a positive and inclusive workplace culture, leading to recognition as a Great Place to Work five years running and ranking #5 in Australia’s Best Workplace List 2024 (in the medium category). We move fast, think big, and keep it simple—and now we’re looking for someone who’s ready to do the same! About the Role In this role you are responsible for the governance, continual improvement, and operational effectiveness of IT service management practices across the Jaybro Group. You will work closely with technical teams, business stakeholders, and service owners to improve service quality, reduce operational risk, enhance customer experience, and support compliance with ISO 27001 and organisational governance requirements. This role is based at our Arndell Park office, with hybrid work arrangements requiring a minimum of three days per week onsite. Responsibilities: Maintain and improve IT service management processes, policies, and standards Identify and drive continual service improvement initiatives Coordinate Major Incident and Problem Management processes Govern the Change Management process, including facilitating Change Advisory Board (CAB) meetings Govern and promote the Knowledge Management framework Champion self-service and Zero Level Support (L0) capabilities Govern the IT Service Catalogue and CMDB Develop and maintain service performance reporting, SLA reporting, dashboards, KPIs, and trend analysis for operational and leadership reporting Provide insights and recommendations that support informed decision-making and service improvement initiatives. Support compliance with organisational policies, governance requirements, and relevant standards including ISO 27001. Assist with audit activities and monitor adherence to IT service management processes and controls. Requirements: Bachelor’s degree in information technology, Computer Science, Business Systems, or a related field (or equivalent work experience). 2–5 years' experience in IT Service Management, Service Delivery, Governance, or Technology Operations. Working knowledge of ITIL practices and ITSM frameworks. Experience with ITSM tools (e.g., Service Desk Plus, ServiceNow, Jira Service Management). Strong documentation, coordination, and communication skills. Analytical mindset with attention to process improvement and operational efficiency. As part of Jaybro Group's recruitment process you may be required to complete an online assessment, pre-employment medical & a national criminal history check. Benefits: Competitive salary + Profit Share Scheme Certified as a Great Place to Work®! Great company culture & high employee engagement Feel like a Business Owner – Make Your Mark! Dynamic & Supportive Management & Team. Employee Reward & Recognition Platform - ELEVATE WHEREFIT discounts. Employee Assistance Program - UPRISE Career advancement, training & development programs. If you'd like to join a winning team and a company with a fantastic culture, please apply now. Jaybro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Department Technology Role IT Service Delivery Analyst Locations 13P Arndell Park Remote status Hybrid About Jaybro Group We don’t just talk, we listen. At Jaybro Group, you don’t just find supplies, you find people. Real people. We go beyond simply supplying essential products and services. We foster a culture of care and responsibility that impacts everyone we touch. We’re more than just a service provider. We’re here for you every step of the way. Our team is committed to the transformative potential of infrastructure globally. Beyond merely connecting people, we understand its profound capacity to improve, enrich and empower communities. We constantly strive to innovate, developing new solutions and adapting to the evolving needs of the industry.