Service Delivery Lead (AU)

Service Delivery Lead (AU) Work with cutting edge AI technology, making the world a safer and more secure place. DroneShield (ASX:DRO) offers an opportunity to solve some of world’s most challenging technical problems in the rapidly growing counter-drone sector. Our customers operate in some of the most challenging and high-stakes environments in the world, including military organisations, government agencies, airports, critical infrastructure operators, and law enforcement. Protecting airspace in these settings requires technology that performs under pressure and teams that understand what’s at stake. At DroneShield, employees work at the leading edge of counter-drone innovation, helping to address real-world security challenges as drone threats continue to evolve globally. With one of the largest listed defence company market capitalisations in Australia, now part of the ASX200 index, DroneShield is experiencing a period of hypergrowth. Revenue has surged from A$57 million in 2024 to over A$217 million in 2025, representing growth of more than 400% year-on-year, with record profitability and cashflow. The total addressable global market for counter-drone is assessed at approximately $100 billion, and is currently at the nascent stage with much of the growth still to come, with DroneShield well positioned as a global market leader, and the only public listed pure-play business in this sector. The company has grown from 11 employees in 2017 to over 450 staff globally today, and is on track to reach around 550 by the end of 2026. This expansion includes investment of over A$50 million annually in R&D, a global pipeline exceeding A$2.5 billion, and continuous scaling of production capacity to meet accelerating demand. The role is based at DroneShield’s central Sydney headquarters. Overseas on-the-ground presence includes Virginia (USA), Netherlands, Denmark, Mexico and Dubai, as well as distributors in over 70 countries worldwide. About the role IT Team Overview The Corporate IT team is responsible for end‑user support, workplace technology, infrastructure engineering, and network services. The team delivers reliable, high‑quality technology experiences for staff by providing timely support, resolving issues, and ensuring the stable operation of hardware, software, and network systems to minimise disruption. In addition, Corporate IT owns SaaS platforms, internal systems, networks, and future‑state architecture driving long‑term reliability, resiliency, scalability, and efficient day‑to‑day operations. The team works closely with Engineering and Security to support and delight our engineers, while maintaining a strong focus on security across all IT systems and services. This role is a key position within the DroneShield Information Technology team. The Service Delivery Lead is responsible for the day‑to‑day operation of the IT support function, ensuring consistent, high‑quality service outcomes for the business through effective IT service management practices. This includes ownership of incident, request, problem, and change processes, as well as monitoring service performance against agreed SLAs and KPIs. The role oversees ticket flow, priority assignment, and workload management to ensure timely and effective support delivery. Acting as a senior technical escalation point, the Service Delivery Lead contributes directly to complex troubleshooting while driving process optimisation, service maturity, and continuous improvement across IT operations. This position is ideal for a technical leader with strong systems knowledge who can balance hands‑on support with operational oversight and structured service management. Responsibilities, Duties and Expectations Own daily management of incidents and service requests, ensuring SLA compliance and effective prioritisation. Own and evolve IT Service Management practices, including incident, request, problem, and change management, ensuring processes are well defined, co ... (truncated, view full listing at source)