IT Service Delivery Manager

Explorers Early Learning is a family-owned and operated business with early learning centres across Melbourne. Our beautiful, purpose-built centres and enriching learning environments reflect our commitment to delivering exceptional care and education.

As we continue to grow across 21+ centres, our Support Office plays a critical role in keeping every centre running safely and reliably; and IT is central to that.

About the opportunity

The IT Service Delivery Manager is accountable for the reliable and secure delivery of IT services across our centre network and Support Office.

Leading a small IT team and reporting to the Chief Transformation Officer, you'll own the day-to-day service function, making sure technology, systems, connectivity and support services are fit for purpose and meet the needs of our educators, centre teams and corporate functions. You'll be the operational partner the business turns to, translating technical issues into practical solutions and holding vendors and managed service providers to account.

This is a hands-on leadership role for someone who thrives on service standards, stakeholder experience and continuous improvement, and who wants their work to directly support the people caring for and educating children every day.

What you'll be doing

• Own IT service delivery across all Explorers centres and our Support Office, including the helpdesk, incident, request, problem and change management functions.

• Set and report against service levels, response and resolution times, system availability and ticket backlog, while driving down recurring issues.

• Lead, coach and develop a small IT support team, setting clear priorities and building a responsive, customer focused service culture.

• Manage relationships with IT vendors, managed service providers, telecoms and software suppliers, including contracts, licensing and SLA performance.

• Maintain operational oversight of core business systems (including childcare management and HR/payroll platforms), IT assets, and endpoint security controls.

• Own technology readiness for new centre openings against agreed checklists and dates -supporting Explorers' continued growth across Melbourne.

• Identify and lead continuous improvement initiatives that reduce manual processes, recurring incidents and unnecessary technology costs.

About you

You're an experienced IT service delivery or operations leader who's comfortable owning outcomes end to end. You are someone who can hold vendors accountable, translate technical issues for non-technical stakeholders, whilst bringing calm, practical leadership to a small team.

• Demonstrated experience owning IT service delivery or IT operations, including leading a service team and holding managed service providers to account.

• Experience supporting a multi-site or distributed organization, you'll understand what it takes to keep 21+ locations running.

• Experience managing external vendors, contracts and software licensing.

• Strong working knowledge of ITSM practices (incident, problem and change management) and service level reporting.

• Sound understanding of IT security fundamentals and data protection obligations.

• A Bachelor's degree in information technology, computer science or a related field (or equivalent hands-on experience); ITIL Foundation certification (v3 or v4) is preferred.

Why join Explorers

When Lynda Salvo founded Explorers in 2004, her vision was simple but powerful: to build centres where children and educators could truly thrive together. That mission hasn't changed. Every decision we make; from the environments we create to the people we bring into our team, is guided by Lynda's founding belief that exceptional early learning starts with exceptional people. We invest in our team, create clear pathways for growth, and foster a culture built on accountability, curiosity, and genuine care.

You will enjoy:

• Ongoing Professional Learning & Development Opportunities

• Culture Club & Team Events

• Annual Explorers Awards Night

• Exclusive Employee Retail Discount Program designed to save you money, with access to discounted in-store and online vouchers from hundreds of retailers

• Central Melbourne Support Office – Southbank location

Child safety is everyone's responsibility at Explorers. Every team member, regardless of their role, contributes to creating a culture where children are safe, respected and empowered to speak up.

We are committed to ongoing education, reflection and improvement, and we value diversity and inclusion across our organisation. We welcome people from all backgrounds and are committed to creating an environment where everyone can contribute and thrive.

How to apply

If this sounds like you, we'd love to hear from you. Click apply now and submit your resume and a short cover letter telling us why you're a great fit for the role.