[ref. b93880322] Service Delivery Manager

This position is a stakeholder facing role, and it requires to establish and manage expectations within the business and drive the service delivery team to achieve those expectations to a high standard.

Please note we'll accept applicants based in Sydney and Melbourne for this role.

• Maintain high performing service support functions;
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Accountable for the development and maintenance of service level agreements (SLAs) in consultation with the business units to establish incident & problem resolution expectations and timeframes to meet business objectives.
• Responsible for the development and implementation of action plans to address service/s underperformance.
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on Service performance
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

• Tertiary qualifications in IT or related field.
• 3-5 years IT Industry experience with 2-3 years’ experience in a similar role preferably within the ITS industry
• Experience in IT Service Delivery Management of multiple, outsourced service providers.
• Experience in full life cycle IT Project Management
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Strong knowledge of Atlassian JIRA/Confluence stack of technology and applications is highly regarded.
• A passion for Service Improvement
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• ITIL Certificate

• Join a worldwide systems integration company.
• Access to employee benefits
• Be part of large scale infrastructure projects.
• Genuine opportunities for learning and growing in a cross-functional, multi-cultural team.
• A collaborative and supportive work environment where everyone has the chance to make a difference.

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 apologize for the inconvenience.

Unsolicited applications from recruitment agencies will not be accepted.