IT Service Delivery Manager

7 days ago

Melbourne, Victoria, Australia Proactive Technical Recruitment Full time

Own the IT service relationship and IT service management framework for assigned clients, including governance against contracted deliverables, acting as the clients voice within your employer organisation.


  • Lead a small team of direct reports who will resolve high level controls and or IT incidents, analyse root causes and support change management.
  • Support the operational delivery and drive the longterm plan in IT and controls for the site.
  • Setup a yearly lifecycle plan (together with colleagues overseas) to allow the customer to budget for the upcoming years in relations to IT hardware and software. Provide input on proposals and create proposals when required
  • Project manage IT and related projects.
  • Maintain a clear line of communication with the Business Service Manager and with the customer and other stakeholder to ensure the best possible result.
  • Owning the ITSM processes to support the site and (re)design them in alignment with internal stakeholders and the customer.
  • Manage escalations / major incidents (able to lead the full process, bridge calls and coordination to restoration)
  • Ensure that the monitoring, maintenance and improvement of hardware, software, servers, databases and controls are taking place.
  • Responsible for IT configuration management on equipment on site and 1st point of contact for IT change management.
  • Responsible for managing deployment of software updates and patches.
  • Report on the performance of IT and IT support on a weekly and monthly basis internally and towards the customer.
About you


As Service Delivery Manager you are a team player with a positive, energetic attitude and work ethic and have a strong customer focus with an ambitious drive for continuous improvements.

In addition to your tertiary qualification in a relevant discipline you will likely have worked in a similar role for +5 year in an external customer-facing environment.


Specifically:

  • You are an excellent communicator who can develop long term business relationships and/or networks, combining your "soft" and "hard" skills to achieve results
  • You are commercially aware, understand and able to manage risks, drive to identify and pursue opportunities.
  • You perform well under pressure (escalations, major incidents), set priorities, and manage time effectively.
  • You have good communication skills in English (written and verbal)
  • You have at least 5 years of relevant IT project or service management experience within businesscritical IT environments (no IT workplace/office automation) preferably client facing towards an external customer
  • Knowledge of IT Service Management processes (ITIL, BISL, ASL or other) preferably on Intermediate level and software development knowledge is preferred.
  • Ability to travel nationally and internationally 10% of your time.
  • Proven ability to lead and manage continuous improvement within a project or assigned client
Proactive Technical Recruitment is committed to equality in the workplace and is an equal opportunity employer.
Proactive Technical Recruitment is acting as an Employment Business in relation to this vacancy.

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