IT Service Delivery Manager

4 weeks ago

Melbourne, Victoria, Australia Hollard Insurance Company Pty Ltd Full time

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Must have strong experience in improving practices and processes within IT Service Desk functions.

Strong experience in managing major incidents to limit the business impacts.

Open to Sydney, Melbourne, and Brisbane candidates - Hybrid / Remote opportunity.

About Hollard

Hollard Insurance is part of the Hollard Group of Companies and one of the top General Insurers in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, and pet. Hollard's focus on diversity, inclusion, collaborative partnerships, and delivering great customer outcomes is central to our mission of "Using our expertise, integrity and humanity to go further, together".

Your Team:

You will be part of a multi-disciplinary technology team working closely with our internal and external customers.

Your Role:

As IT Service Desk Manager, you will oversee the delivery of exceptional IT support services to end-users. This involves leading a team to provide timely and effective resolutions to IT issues, ensuring high user satisfaction.

A key responsibility is proactive management of major incidents to minimize business disruptions. You will implement strategies to maintain system stability, prevent outages, and optimize service delivery, contributing to organizational efficiency. This role reports to the IT Services Practice Manager.

Key responsibilities include:

  • Accountability for IT Service delivery and system stability within IT Services, ensuring strategy and goals are met.
  • Driving improvements in IT Service Desk practices and processes for better service, efficiency, resilience, and governance.
  • Overseeing onboarding processes for new staff, including account, access, and hardware provisioning within SLA.
  • Managing Major Incidents to speed up restoration, limit impacts, and keep stakeholders informed.
  • Using insights from IT Services reports to enhance performance and support stakeholder communication.

Your knowledge & experience:

  • Experience in IT Service Management with a focus on modern IT operations.
  • Experience with ServiceNow or other leading Ticketing systems (mandatory).
  • Excellent process optimization skills.
  • Expertise in ITIL Service Management, Incident Management, and IT Service Delivery.
  • Strong team leadership experience managing IT Support engineers.
  • Excellent analytical, communication, and presentation skills.
  • ITSM certifications (e.g., ITIL, PMP) are highly regarded.

Working at Hollard:

We offer a supportive, valued, and committed team environment with career progression, staff benefits, and discounts. Benefits include professional development, flexible work options, parental leave, additional leave, novated leasing, discounts, and wellbeing programs.

Hollard values diversity and inclusion, actively hiring for varied experiences, and promotes flexible work arrangements, including remote work.

We encourage applicants even if they do not meet all criteria. A full background check will be conducted for the successful candidate.

We do not accept unsolicited resumes from recruitment agencies. Only direct applications will be considered.

Visit our careers page for information on data handling and privacy.

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