Service Delivery Manager

2 weeks ago

North Sydney, Australia Pepper Full time

**Who We Are**

At Pepper, we’re focused on helping people succeed. Whether that be buying a family home, dream car, developing professionally or growing their business. Pepper has grown to become one of Australia’s largest non-bank lenders and has been recognised as Australia’s Best Specialist lender over the last 9 years.

**The Role**

The **Service Delivery Manager **partners with other technology functions and line-of-business leaders to deliver service management support using the ITIL methodology framework and in an agile technology environment. This role is accountable for providing incident, problem, change, service request and knowledge management along with Disaster Recovery for all of Pepper Australia and Manila.
- Incident management aims to restore normal service operation as quickly as possible and minimise the adverse effect on business operations.
- Change management aims to ensure that standardised methods and procedures are used for efficient handling of all changes.
- Problem management aims to resolve the root causes of incidents and thus to minimise the adverse impact of incidents caused by errors within technology, and to prevent recurrence.
- Request fulfilment (or request management) focuses on fulfilling Service Requests, which are often minor (standard) changes or requests for information.
- ITIL Knowledge Management aims to gather, analyse, store and share knowledge and information within an organization.

**About you**
- Demonstrated ability to gather knowledge and report on insights from incidents and the review process to prevent and minimise risk.
- You understand how to positively engage with your stakeholders and use your experience to challenge the norms.
- Experience dealing with internal and external audit teams with an understanding of the controls in place.
- Ability to identify ways to improve our current processes and systems.

**Our Benefits**

We’re committed to making Pepper a great place to work and supporting you. We will offer you a values-based and diverse environment, a leadership team that supports and inspires you to strive for success and a culture that rewards and recognises strong performance and potential. We have a wide range of benefits on offer including:

- We believe in a life outside of work, enjoy work-life balance with our hybrid working model.
- We love to recognise each other for their efforts through our Spice Rewards Program.
- Access to a free gym membership with our partners.
- Great people know great people, so refer your network to the business and receive a $2000 referral bonus
- Parental leave entitlements that provide you with options and flexibility
- Purchased leave, novated leasing, staff loan rates and more

Underpinning all that we do are our three core values:
**Can Do** - We think outside of the box and leverage the power of teamwork to deliver,

**Balanced**:

- We set our customers up for success, producing win-win outcomes that are both human and profitable, and

**Real**:

- We respect people and keep it honest.
- Pepper is proud of our inclusive and diverse workplace that we have built over the last 21 years. Diversity is embedded in our people practices, the way we communicate and connect with each other, and it is recognised throughout our values._

**Work Locations***: North Sydney Level 27, 177 Pacific Highway North Sydney 2060

**Job***: Information Technology

**Status***: Permanent Full-time

**Closing Date***: Ongoing

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