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Service Management Lead

3 months ago

Melbourne, Victoria, Australia RMIT University Full time

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Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.

RMIT is a global university of technology, design and enterprise. One of Australia's original tertiary institutions, RMIT University enjoys an international reputation for excellence in professional and vocational education, applied research, and engagement with the needs of industry and the community.

RMIT is a world leader in Art and Design; Architecture and the Built Environment; Engineering; Accounting and Finance; and Business and Management Studies.

About the role

The Role

The Service Management Lead is responsible for the ongoing management, thought leadership, planning, and delivery of efficient, effective, and secure solutions for the Technology Bar(s), VIP IT Service, Day 1 Readiness Program, IT ticket escalations/case management, Customer First initiative and IT Service Management reporting, on a global scale for RMIT University.The role will work with third-party suppliers, ensuring performance in meeting contractual obligationsand driving continuous improvement across ITS and College stakeholders.The role will work with internal ITS teams (at a global level) reviewing ITSM SLA performance and identifying focus areas for improvement.

Working in a team, ensuring key deliverables are met and collaborating with senior college stakeholders, ITS Directors and the CIO on strategic initiatives.

Skills & Experience

  • Influence and guide a strategic direction across ITSM processes that align with the university's goals and objectives.
  • Engage college stakeholders to communicate operational performance and manage continuous improvement activities end to end across ITS teams, Third-party providers, and Service Connect teams.
  • Create monthly IT Service Management Service Level Agreement reports and review performance with a mindset of understanding workload insights and develop focus areas for improvement across all ITS technical streams and senior management.
  • Co-manage Tier 1 third-party service performance in relation to contractual obligations.
  • Manage ITS Tech Bar and VIP services.
  • Financial Management of Tech Bar and VIP stock.
  • Manage ITS tickets that require escalations / special case management for efficient resolution.
  • Contribute to the Customer First initiative – triage requests that the team may need to support.
  • Project Manage Day1 Readiness activities across ITS – Semester 1 & 2 Demonstrated commercial acumen and experience in managing strategic and non-strategic external providers with a balanced approach.
  • Demonstrated ability to build effective, trusted relationships in a collaborative and engaging manner with a broad range of internal and external stakeholders.
  • Demonstrated ability to influence, negotiate, and prioritise effectively with a broad range of stakeholders.
  • Extensive experience in managing third-party suppliers.Qualifications
  • Mandatory: 5+ years of operational management in a complex environment Mandatory: 5+ years' experience in managing third-party suppliers, demonstrating service improvement initiatives, financial management (including initiatives where cost reductions have been implemented), and excellence in performance / contractual obligations being met
What you'll be responsible for

Plan and deliver project plans by managing people, resources, budget, and timelines, to support the organization's goals

Partner with stakeholders to understand specifications, business requirements, and communicate insights

Skills you'll need

Generates multiple innovative/new/novel ideas to solve a problem

Works with numerical information and performs mathematical calculations to solve problems

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