It Service Delivery Manager | Melbourne, Au
vor 1 Monat
The Role Focus
The 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 Responsibilities Maintain high performing IT service support functionsOwner 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 to ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviewMonitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followedChampion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreedBe 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 systemsDrive internal and third-party service review meetings covering performance, service improvements, quality and processesManage 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 and IT patching and disaster recovery are carried out promptly and effectivelyMake recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely mannerWork with internal and third-party teams to ensure actions are taken and completed to protect and improve servicesProvide regular and accurate management reporting on IT Service performanceEffectively deliver/manage Staff Management including recruitment, mentoring, training Knowledge, Skills and Personal Attributes Bachelor's degree in Computer Science or equivalent is requiredExperienced Service Management professional with minimum 5 years' experience in an IT Service role.ITIL QualificationPrevious experience as a Team Lead or demonstrable experience in leading virtual teamsExperience of managing 3rd parties and 3rd party delivered servicesService Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplinesExpert knowledge of ITIL disciplinesExcellent leadership and people management skillsExcellent written and verbal communication skillsWillingness to support and mentor junior staffExcellent customer facing/customer service skillsAble to work under pressure and meet deadlinesAble to demonstrate a high degree of flexibility including shift and out of hours workingExcellent organisational skillsSelf-motivated and able to take responsibilityAble to manage and prioritise tasks and time efficientlyAble to demonstrate initiative and a proactive approach to daily tasks
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