Frame Group | Ict Service Delivery

vor 2 Wochen

Sydney, Österreich Tideri Jobbörse Vollzeit

Full time
Frame provides outsourced ICT Infrastructure managed services to multiple enterprise clients.
We currently have an opportunity for an ICT Service Delivery and Operations Lead in our Sydney CBD operations centre.

Frame is an equal opportunity employer and encourages a family friendly workplace, where we strive for the right mix of work/life balance.

This role is responsible for looking after the IT Service Delivery and Technology Operations function, where you would be managing a team of direct reports, delivering support and management for our clients' network, security and server infrastructure which deliver in alignment to the ITILv3 framework.

To be successful in this role, we are seeking a candidate that brings experience leading and motivating teams with strong ITIL and Service Desk leadership experience across a variety of technology stacks and infrastructure, as well as the ability to support high levels of customer service and stakeholder engagement for system related support activities, as well as managing escalations that come into the team when it comes to incident, problem and change management.
We're looking for a passionate people-focused person in this role who strives to lead by example, and who is not afraid to roll up your sleeves and get hands-on when required.

Day to day responsibilities:
Drive the ongoing evolutions and enhancement of continuous improvement of ITIL standards and practices across the organisation.
Guide and mentor a team of experienced IT Support & Network/Server engineers.
Proactively manage all IT Service Management operating processes (ITIL) and procedures such as Incident, Problem and Change Management, and ensure the current operating processes and procedures are being adhered to.
Support and lead the day-to-day activities of the Operations Centre function and relevant Technical Support teams.
Maintain and update service transition plans and artefacts, documenting all IT operational procedures.
Vendor management for escalated activities.
Generating and collating monthly customer reports.
Ensure documentation and procedures are always up to date.
Chair service delivery meetings with client management and senior executives.
Dealing with 3rd Party technology vendors for support requirements.
Skills & experience required:
Proven experience working in an IT Ops Leader / IT Service Delivery Manager type capacity, with ITIL service management knowledge and experience.
Experience working across IT Operations and Service Desk functions in Enterprise level organisation settings and environments.
Technical experience with supporting network, server and/or security technology stacks.
A background working across Cloud, Networks and IT Infrastructure from an IT Operations and IT Service Delivery perspective.
Excellent relationship building skills to work effectively with internal business stakeholders.
Extensive experience with ITIL frameworks and methodologies and translating process into meaningful and fit for purpose IT operations, with current ITIL certifications.
A passion for providing high levels of customer service and satisfaction.
This is a highly rewarding career opportunity to secure a position where you will be given a good level of ownership working with engaged colleagues.

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