Service Delivery Manager

1 week ago

Sydney, New South Wales, Australia Talent Web Full time
**Title:

  • Service Delivery Manager****Location:
  • Sydney****Length:
  • Contract or Permanent****Key Responsibilities:
- **
Service Delivery Management

  • Develop and implement service delivery strategies, policies, and procedures to ensure the timely and efficient delivery of IT services.
  • Establish service level agreements (SLAs) and key performance indicators (KPIs) to measure and monitor service performance.
  • Working across delivery teams to be the single service owner responsible for developing, maintaining and meeting Service Level Agreements & Objectives.
  • Continuously assess service delivery processes and identify areas for improvement, implementing corrective actions as necessary.
  • Ensure compliance with service management frameworks, such as ITIL, to maintain service quality standards.
  • Leading any required service transition to operations to avoid impact to services.

Team Management:

  • Lead and manage a team of IT professionals, including service desk personnel and technical support staff.
  • Provide guidance, coaching, and support to team members, fostering a collaborative and highperformance work environment.
  • Conduct performance evaluations, set goals, and identify training and development needs for team members.
  • Allocate resources effectively to meet service delivery requirements and optimise team performance.

Relationship Management:

  • Serve as the primary point of contact for business stakeholders, understanding their IT service requirements and translating them into actionable plans.
  • Establish and maintain relationships with external vendors and service providers, monitoring their performance and ensuring contractual obligations are met.

Incident and Problem Management:

  • Oversee the incident and problem management processes, ensuring timely resolution of IT issues and minimising their impact on business operations.
  • Coordinate with technical teams to diagnose and troubleshoot complex incidents and problems. Escalate high severity incidents and lead the Major Incident Management process until resolution is achieved.
  • Implement preventive measures to minimise the recurrence of incidents and problems, conducting root cause analysis and driving process improvements.

Service Reporting and Performance Analysis:

  • Prepare regular service performance reports, analysing key metrics and trends to identify areas for improvement and report to senior management.
  • Present service delivery reports and performance dashboards to stakeholders, highlighting achievements, challenges, and improvement plans.
  • Conduct datadriven analysis to identify patterns, insights, and opportunities for enhancing service quality, availability, efficiency, and customer satisfaction.
  • Ensuring that the CMDB & Asset data associated with their service/s is reviewed and kept up to date.
  • Own the Pickles Knowledge base, continuing to improve, build and obtain training material for support staff, improving our first call resolution, time to resolve and selfservice/support offerings.
**Experience and Qualification:
- *
  • ITSM experience in Change, Release, Problem and or Incident management processes.
  • Proven ability to lead and influence teams of vendors and internal business stakeholders.
  • Demonstrated expertise in the provision of highquality customer service.
  • Advanced communications skills, presentation skills to all levels of management are essential.
  • Demonstrated leadership skills & stakeholder management in challenging environments.
  • Demonstrated commitment to Continual Process Improvement and selfdevelopment.
  • 3 to 5 years in a similar role.
  • Strong communicator who designs with the end user in mind and consider the endtoend lifecycle and impact.
  • Strong collaborator who can liaise and build relationships between development, operations and business teams.
  • Takes initiative and strives to continuously innovate, improve and optimise to enhance customer and colleague experiences.
  • Passionate about data and service management with a strong customer focus.

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