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Service Delivery Manager

3 months ago

Docklands, Victoria, Australia Metro Trains Melbourne Full time
4 April 2023

Docklands Full Time


Metro Trains Australia is a multi-award-winning organisation, and we pride ourselves on our team of honest, high performing professionals who are talented, inclusive, and safety focused, and who are at the core of our success.


You will be joining an organisation that is known as a global leader in its field, but also prides itself on being dynamic, embracing new technologies, and focused on customer service.

Our aim is to promote work/life balance, allow team members to bring their best to work, and to truly be focused on a common goal:
providing a world-class railway service.

Why work at Metro Trains Australia?

  • We promote a work/life balance and welcome WFH as an ongoing commitment
  • Excellent remuneration, with annual bonus structure and review
  • Be involved with a closeknit team where project work and collaboration are welcomed
  • Work for an essential services company with clear development opportunities and a direct impact on public transport in Victoria

About the position:


If you have a flair for customer engagement, thrive in a fast paced, results driven and solution focused environment we would like to hear from you You will oversee the key business support functions and directly be involved in engagement with customers both internally and externally.

In this role you will be responsible for the delivery and ser

  • Lead a team of outsourced service desk employees to ensure internal and external customer queries are being managed appropriately and within business timelines
  • Be creative and innovative with ticket escalations with the customer as forefront in the solution.
  • Manage the full end to end process in outsource related tasks whilst ensuring outcomes are in line with business rules.
  • Be the main conduit between supplier and MTA in business delivery and troubleshooting requirements.
  • Be proactive with continuous improvement initiatives related to business process.
  • Be able to provide reporting insights and analytical statistics for the area.
  • Lead the team in project opportunities that are in line with budget and time constraints.
  • Review and analyse performance feedback from stakeholder group and be proactive when addressing the feedback.

About you:

  • Previous experience managing multi party vendors and third party delivered services required.
  • Experience with or exposure to ITIL based Service Management processes and principles.
  • Prior experience in developing user manuals and facilitating training programs is required.
  • Experience in a rail and/or transport industry is desirable but not essential.
  • Experience delivering operations in a regulated industry.
  • Experience with systems including competency/learning management systems, Saas, ITIL.
  • Excellent verbal and written communication skills with experience working with multiple levels of decision makers.
Ready to apply? Great