Applications for this job have closed. Try searching for similar jobs.

Service Delivery Analyst

APA Group

Location: Victoria

Job Type: Full time


About us

APA is a leading Australian energy infrastructure business. We own and/or manage and operate a diverse, $22 billion portfolio of gas, electricity, solar and wind assets.

Consistent with our purpose to strengthen communities through responsible energy, we deliver approximately half of the nation’s gas usage and connect Victoria with South Australia, Tasmania with Victoria and New South Wales with Queensland through our investments in electricity transmission assets.

We are also one of the largest owners and operators of renewable power generation assets in Australia, with wind and solar projects across the country. Our operations span every mainland state and territory in the country and we employ more than 2,200 people.

Our vision is to be world class in energy solutions.

The Opportunity

We now have an exciting opportunity available for a Service Delivery Analyst to join us in our IT team in Melbourne, Sydney, Brisbane, Adelaide on a Full Time Permanent Basis

Reporting to Service Operations Team Lead you will be responsible for all processes, procedures, support models, compliance, and all functions of the Information Technology Infrastructure Library (ITIL) for APA Group. Including but not limited to IT Service Continuity Management, Capacity Management, Availability Management, Service Level Management, Release and Deployment Management, Service Asset and Configuration Management, Change Management, Problem Management, and Incident Management. The location for this role is flexible and hybrid; we will consider locations all over Australia and/or home office. We will also consider job share arrangements.

Key Responsibilities

  • Engage with stakeholders to streamline processes based on Business Requirements.
  • Refine and maintain ITIL processes.
  • Day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of service management issues which arise in connection with IT services.
  • Align IT services with the current and future needs of the business and our customers.
  • Reduce the long-term cost of service provision.
  • Develop user friendly and documented IT services.
  • Quickly and efficiently resolve incidents to improve customer satisfaction.
  • Develop a single point of contact.
  • Respond quickly to new customer needs and expectations.
  • Continue to create and improve value through improved enhancements.
  • Achieve effectiveness and efficiency in the delivery of services.
  • Prepare regular reports on service performance and achievement to APA Group

Your background

  • ITIL v3 or v4 Foundational certificate (Must have)
  • ITIL Release, Control and Validation or equivalent (Desired
  • Formal qualifications or bachelor’s degree in Engineering or Information Technology.
  • Understanding and experience with security frameworks with physical requirements such as PSPF, ISO27001, and ISO27002
  • Experience
  • 5+ years of experience in IT operations and IT Service Management.
  • 2-3 years’ experience in process re-engineering / development in a large enterprise.
  • 2-3 years’ experience in developing support models / RACI matrices
  • ServiceNow: hands on experience from a Process Owner role.
  • Capability to develop ServiceNow reports/ dashboards
  • Good understanding on Service Management best practices
  • Skills and Knowledge:
  • Effective communication (verbal & written) to articulate complex IT issues, and security risks in business context

About the Team

Technology underpins everything we do at APA from helping connect millions of Australians to essential energy sources every day to achieving our net zero ambition - and the capability for our people to make this happen.

To help APA power ahead, the Technology teams is focused on enhancing APAs technology offering, providing innovative and progressive technology - enabling APA to be world class in energy solutions.

This is an exciting time for the team, We need people who are courageous, nimble, and ready to make an impact – change makers and risk takers.

Working at APA

APA is an equal opportunity employer. The safety and sustainability of our people, community and environment is our focus. We embrace diversity in our people to ensure our workforce is representative of the communities that we operate in.

APA provides you with access to targeted career development programs, competitive remuneration, employee benefits, work–life balance and wellbeing programs. APA also have an inclusive parental leave policy that supports all parents throughout their parenting journey.

Applicants must be eligible to work in Australia to be considered.

Sound like your kind of career? We’d love to hear from you.

Role closes Tuesday, 27 March 2023 Role Reference number 3845

PD is available on request by emailing

Visit us on