Application Support Analyst | Melbourne, Au
vor 3 Wochen
The Role FocusThe IT Service Delivery Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.The Role and ResponsibilitiesMaintain high performing IT service support functions.Owner of the Incident, Service Request 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 AMS Manager will take ownership of major incidents 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.Champion Service and Support in projects, 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 are 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.Manage any reporting that is required by the business to show IT performance excellence, e.g., weekly, monthly, quarterly reporting, target setting, and performance assessment.Work with various IT teams to ensure releases, IT patching, and disaster recovery are carried out promptly and effectively.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 IT Service performance.Effectively deliver/manage Staff Management including recruitment, mentoring, training.Knowledge, Skills and Personal AttributesBachelor's degree in Computer Science or equivalent is required.Experienced Service Management professional with a minimum of 5 years' experience in an IT Service role.ITIL Qualification.Previous experience as a Team Lead or demonstrable experience in leading virtual teams.Experience of managing third parties and third-party delivered services.Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures, and related disciplines.Expert knowledge of ITIL disciplines.Excellent leadership and people management skills.Excellent written and verbal communication skills.Willingness to support and mentor junior staff.Excellent customer-facing/customer service skills.Able to work under pressure and meet deadlines.Able to demonstrate a high degree of flexibility including shift and out of hours working.Excellent organisational skills.Self-motivated and able to take responsibility.Able to manage and prioritise tasks and time efficiently.Able to demonstrate initiative and a proactive approach to daily tasks.
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Application Support Analyst
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Application Support Analyst | Melbourne, Au
vor 3 Wochen
Melbourne, Österreich Efinancialcareers Ltd. VollzeitThe Role FocusThe IT Service Delivery Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.This position is a stakeholder facing role and requires that you establish and manage...
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Application Support Analyst | Melbourne, Au
vor 2 Wochen
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