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IT Service Delivery Manager

3 months ago

Perth, Western Australia IBM Full time

Introduction

We are seeking a highly skilled IT Service Delivery Manager to oversee the delivery of IT services. The ideal candidate will be responsible for ensuring the seamless delivery of IT services, meeting service level agreements (SLAs), and managing relationships with internal and external stakeholders. This role demands a strong leader with exceptional problem-solving skills and a deep understanding of IT service management (ITSM) practices. If you are ready to help our clients and project teams succeed, we would love to meet you

Your Role and Responsibilities

Service Delivery Management:

  • Oversee the end-to-end delivery of IT services, ensuring they align with business objectives and meet defined SLAs.
  • Monitor and manage the performance of IT service delivery, identifying areas for improvement and implementing corrective actions.
  • Coordinate with technical leads to ensure the timely resolution of incidents, problems, service requests, enhancements and minor work requests.

Stakeholder Management:

  • Act as the primary point of contact for stakeholders regarding IT service delivery, ensuring their needs and expectations are met.
  • Maintain strong relationships with internal teams, external vendors, and clients to ensure effective communication and collaboration.
  • Conduct regular service reviews with stakeholders to discuss performance, upcoming changes, and potential risks.

Continuous Improvement:

  • Identify opportunities for continuous improvement in service delivery processes and implement best practices.
  • Drive the adoption of ITSM tools and methodologies to enhance service delivery efficiency.
  • Lead initiatives to improve service quality, reduce costs, and optimize resource utilization.

Team Leadership:

  • Mentor a team of IT service delivery professionals, providing guidance and support to ensure high performance.
  • Foster a culture of excellence and accountability within the service delivery team.

Reporting and Analytics:

  • Produce and analyze service delivery reports to monitor performance against SLAs and identify trends.
  • Present insights and recommendations to senior management based on data analysis and service performance metrics
  • Prepare financial management reports

Risk Management:

  • Identify and mitigate risks related to IT service delivery, ensuring continuity of services.
  • Develop and maintain service continuity and disaster recovery plans.

Required Technical and Professional Expertise

  • Proven experience as an IT Service Delivery Manager or in a similar role.
  • Strong understanding of IT service management frameworks such as ITIL.
  • Proven experience in driving initiatives in ITIL Processes, DevOps, Automation and AI
  • Excellent leadership and team management skills.
  • Exceptional communication and interpersonal abilities.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Strong analytical and problem-solving skills.

Preferred Technical and Professional Expertise

  • Strong financial management skills
  • Data driven, ability to create and interpret complex reporting analytics

About Business UnitIBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.