Senior Service Delivery Engineer

About Us: 

Mitsui Sumitomo Insurance Oceania (MSIG) is a proud branch of Mitsui Sumitomo Insurance Company Limited in Japan and a member of the esteemed MS&AD Insurance Group Holdings, Inc.—one of the world’s largest general insurance groups. We operate in Australia and New Zealand, providing a diverse range of corporate, commercial, personal, and specialty insurance products.

We are currently seeking an experienced, Senior Service Delivery Engineer to join our in-house IT team. This role will be on offer on a fixed term 18-month contract, with a view of making the role permanent. The role will report into the Head of IT and this role is responsible for deploying, managing, and delivering comprehensive technology solutions and IT services.

The Opportunity

This role acts as a senior technical lead and escalation point for service operations, infrastructure support, end-user technology, cloud services, and managed service outcomes business expectations, compliance obligations, and operational resilience requirements. The role oversees the full lifecycle of technical delivery for systems integration, transformation projects, and cybersecurity initiatives.

Key Responsibilities

• Act as the senior technical escalation point for infrastructure, cloud services, end-user technology, and service operations.
• Maintain secure, reliable, and high-performing IT systems that support business continuity and operational excellence.
• Plan and deliver infrastructure upgrades, technology deployments, system enhancements, and migration projects.
• Administer and support core technologies including Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, VMware, networking, endpoint management, and security solutions.
• Lead the resolution of complex incidents and major outages, including root cause analysis and preventative actions.
• Support IT service management processes, including incident, problem, change, and release management.
• Monitor service performance and drive continuous improvement initiatives to enhance the user experience.
• Ensure compliance with security, risk, and governance requirements across the IT environment.
• Develop and maintain technical documentation, procedures, and knowledge resources.
• Collaborate with internal stakeholders and external vendors to deliver reliable, business-aligned technology services.

Qualifications

• Bachelor's degrees in IT, Computer Science, Engineering, or a related discipline.
• Relevant Microsoft Azure, CISSP, CCNA, or cloud certifications, including AWS or Azure.

Experience

• 7 plus years of experience in service delivery and operations, project and program management, cloud infrastructure deployment, managing IT service management (ITSM/ITIL) frameworks and networking.

Skills

• Demonstrated experience in project / program management, IT service delivery, Cloud infrastructure deployment and operations, end-user computing, networking or enterprise technology support.
• Strong understanding IT service management practices, including incident, problem, change, request, and knowledge management.
• Experience working with Microsoft enterprise platforms, including Microsoft 365, Azure, Virtualisation, Windows Server, Active Directory, Entra ID, endpoint management, and collaboration tools.
• Security & Compliance Knowledge
• TIL and Service Management Processes
• Problem solving, troubleshooting and analysis
• Ability to conduct comprehensive requirement analysis
• Strong stakeholder engagement
• Experience in managing technical projects, including risk management and quality assurance
• Proficiency in testing methodologies and validation techniques to ensure the quality of technical deliverables
• Expertise in developing and maintaining comprehensive technical documentation

Knowledge

• SDLC (Software Development Life Cycle) methodologies, Agile Methodology
• In-depth knowledge of system architecture, software development, enterprise architecture and technical design principles.
• VMware and hypervisor technologies.

What We Offer

• A supportive and collaborative team environment.
• Hybrid working arrangements.
• Sydney CBD office location.
• Company benefits including flu vaccinations and skin cancer checks.
• Complimentary Life, TPD and Salary Continuance Insurance.
• Discretionary annual bonus opportunities.