Service Delivery Lead

• Business Function: Information Technology
• Parent Business Function: Digital, IT & Analytics
• Time Type: Full time
• Worker Sub-Type: Permanent

Job Description

• Great opportunity within our Identity & Access Management Technology Team
• Opportunity to drive enterprise-wide adoption of identity and security capabilities
• Permanent, full-time role with a hybrid model of working from home and at our Mascot Campus

At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can-do attitude. Together we're strong and resilient, and we work hard to make sure we're always at our best.

Technology is a big part of how we continue to pioneer our way forward. With eyes on the future, our IT team harness technology on a global scale and tailor local solutions for each of our ports. Together we'll show you it's possible to make an impact and to never underestimate what you're capable of achieving.

As the Service Delivery Lead- Identity, you'll make sure the identity capabilities we build are delivered, adopted, and used well across the Group. You'll work alongside the Product Owner - Identity, Cyber, Architecture, our operations partner, and business teams.

You'll help teams onboard applications, adopt access models, and complete User Access Reviews in a compliant way. That strengthens our security posture. It also takes the technology burden off business teams so they can focus on their core work.

You'll be the voice of our customers to the Product Owner, using adoption data and service insight to shape the identity roadmap. You'll also partner with operations and service partners so new and changed capabilities land smoothly in business-as-usual.

This isn't a hands-on engineering role. You will need genuine identity depth, though, to be credible with Cyber and Architecture and to translate platform capability into terms stakeholders can act on.

What you'll do

• Build and run adoption plans for Identity Governance and Administration (IGA) and Privileged Access Management (PAM) capabilities, covering application onboarding, roles, entitlements, approval workflows, and privileged access.
• Engage business stakeholders to understand their requirements and help them plan for new and changing capabilities.
• Lead change, training, communications, and engagement forums, including communities of practice.
• Support User Access Reviews by giving business owners the tools, guidance, and support to complete them well and on time.
• Measure adoption, utilisation, compliance uplift, and benefits realisation, and turn the results into clear reporting and executive dashboards.
• Coordinate feature launches, gather business feedback, and feed improvement opportunities into the roadmap.
• Provide input on service performance and operational readiness so capabilities are properly supported before go-live.
• Contribute to risk, issue, and dependency management, escalations, and delivery governance across BAU and project work.
• Work with service partners to make sure adoption outcomes meet commitments, business requirements, and service levels.

What you'll bring

• 8+ years' experience in service delivery, adoption, change management, enablement, business analysis, project management, or related disciplines, including 3+ years in IAM, PAM, or cyber security.
• A track record of driving structured, compliant adoption of technology capabilities across a large enterprise.
• Working knowledge of Microsoft Active Directory and Microsoft Entra ID, plus IGA and PAM concepts and tools such as SailPoint, Saviynt, Idira (CyberArk).
• Experience taking capabilities from concept through to BAU, including operational readiness and handover to support teams.
• An understanding of service management practices such as ITIL, and how service performance and adoption connect.
• Strong analytical skills, with experience using adoption metrics to drive decisions and support business cases.
• Excellent stakeholder engagement across business, security, and technology teams, with experience using Jira and Confluence.

Why Qantas?

If you're successful in your application, you'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You'll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we've got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and additional purchased leave options.
• We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging for everything from motor vehicles to electronic devices.
• We'll support your wellbeing: Whether its learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Applications close by 26th October