Regional Service Delivery Manager

2 weeks ago

Sydney, New South Wales, Australia Brambles Group Full time

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers.

We employ 11,000 people and operate in more than 55 countries.

Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.


What does that mean for you? You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner.

You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model

Job Description:

  • The Regional Service Delivery Manager will join the newly created IT Service Management function, will own the daytoday execution of Service Delivery disciplines across the IT technology landscape. Supporting the Global Major Incident Manager, the Regional Service Delivery Manager will help manage the resolution (based on a followthesun rota) of all Major Incidents occurring within all technology towers across Internal, External and 3rd Party suppliers. The Regional Service Delivery Manager will unite internal and external teams across Service Management, Technology Services Platform teams, Business Platform teams and Product teams to ensure suitable process automation is in place and that there is a collaborative and effective approach to both Service Delivery and Major Incident Management.


The Regional Service Delivery Manager will develop and embed processes throughout Technology that focus on delivering service excellence to our Brambles users, this will include the delivery of improved Incident Management and Service Delivery processes (Proactive queue management, Push Left, Reduced Reassignment Counts, Aged Ticket analysis, Request and Approvals automation etc.) and other Service Demand related processes focused on positive customer satisfaction and continuous service improvement.


The Regional Service Delivery Manager will be responsible for reviewing, updating and then owning all documentation related to Regionally focussed Service Delivery Standards, Policies and Processes and will ensure that communication and training is undertaken across Brambles and its Suppliers and 3rd Parties where future changes to Service Delivery Standards, Processes and Policies are required.


The Regional Service Delivery Manager will ensure all requirements for Regional Service Delivery reporting, data and information are understood across all workflows and processes that integrate with Regional Service Delivery Processes (Demand, Availability, Incident, Problem, Knowledge, Change, Configuration etc.).


The Regional Service Delivery Manager will be responsible for supporting the leadership and direction of the newly created IT Service Management function and will be expected to contribute to the formation of a service management culture within Brambles.


This role will also act as Global Major Incident Manager as per the specific JD and facilitate the timely recovery of all service-affecting technology incidents and management and control of Service Delivery Management within Brambles.

The Regional Service Delivery Manager will be expected to contribute to trend reporting, Root Cause Analysis and improve Regional levels of User satisfaction, so is therefore a key operational role in the technology organisation and requires the ability to operate effectively under pressure and to demanding deadlines.

Preferred Education

Bachelors

Preferred Level of Work Experience

  • 7 yearsHybrid Remote


We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential.

This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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