Junior Service Delivery Manager

This position is a stakeholder facing role, which requires establishment and management of expectations within the business and to drive the service delivery team to achieve those expectations to a high standard, and implement or improve Service Management practices as required.

Key responsibilities:

• Act as a process owner for ITIL-based Service Operation processes and related toolsets.
• Management of ITIL disciplines: Incident, Request, Problem, Change, Release, CMDB, CSIP and Escalation processes (etc.) ensuring a high level of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Lead or participate in governance forums to ensure process compliance and drive continuous service improvement initiatives.
• Compile and analyse statistical data and trends relating to service process compliance and operational effectiveness and provide service reporting and insights to Senior Management as required.
• Act as an Incident Manager, take ownership of major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.
• Incident, Problem and Change Manager functions are shared between multiple resources.
• Lead the development and implementation of action plans to address service/s underperformance

• Tertiary qualifications in IT or related field are desirable.
• At least 3 years IT Industry experience with 1-3 years’ experience in a Service Delivery, Service Management or a Business Analyst role, preferably within the ITS industry.
• ITIL certification is desirable but not essential.
• Strong knowledge of Atlassian JIRA/Confluence stack of technology and applications is highly regarded.
• Experience with process creation, process improvement, agile methodologies, and ITIL are desirable.
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

• Be part of large scale infrastructure projects.
• A collaborative, supportive and diverse work environment where everyone has the chance to make a difference.
• Enjoy a range of benefits including up to 3 additional days of leave per year, access to a learning platform for personal and professional growth, novated leasing, coaching and wellbeing support through our EAP, and much more!

Your unique perspectives contribute to our collective strength. Be part of a team that values and celebrates diversity – apply today.

Due to the high volume of applications received, only successful candidates will be contacted. We apologise for the inconvenience.

Unsolicited applications from recruitment agencies will not be accepted.