IT Service Delivery Manager

6 months ago

Blackburn, Australia The Salvation Army Full time

Number of Positions Available:

1
Start your career with The Salvation Army today

- We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to review our current vacancies.

- ABOUT US

- The Salvation Army is a Christian movement and one of Australia’s largest and most-loved charities, helping thousands of Australians every year find hope in the midst of all kinds of personal hardship. The Salvation Army offers the opportunity to use your professional skills and expertise to make a real difference in the lives of people who need help most.
- About the Role
- We are seeking a IT Service Delivery Manager, for a Permanent opportunity in Blackburn, VIC or THQ Redfern, NSW.

This position is responsible for leading the day-to-day Salvos Stores Service Desk team including, overseeing incidents, service requests, and problems, ensuring timely resolution and adherence to SLAs across our vendors and internal service providers.
- Responsibilities include vendor management, regular analysis and reporting of service delivery metrics, continuous service improvements, general and technical support, offering advice, facilitating information exchange and promoting knowledge transfers across Salvos Stores Service team members, whilst ensuring the delivery of delightful customer experience.

Key Responsibilities:

- You will be successful in this role if you can:
- Directed the day-to-day operations of the Salvos Stores service team, ensuring timely and effective resolution of team member issues and requests.-
- Oversee all incidents, service requests and problems pertaining to Salvos Stores Service Desk-
- Ensure quality of service through appropriate measures such as surveys; and implement controls to improve accordingly-
- In consultation with key leadership team, develop, monitor and deliver against agreed metrics/SLAs and develop strong collaborative relationships with key personnel to ensure strategic and operational alignment to IT services-
- Regular analysis conducted to determine trends, patterns and opportunities for improvement-
- Review, approve and publish the development of knowledge-based articles to expedite resolution of issues-
- Coordinate with internal teams and external vendors to optimise service delivery processes and workflows that result in increased first call resolution.-
- Liaison for vendor relationships, defining service levels, and monitoring performance-
- Review vendor contract and agreements to ensure compliance with service level commitments and contractual obligations-
- Collaborate with vendors to resolve issues, escalate concerns, and drive continuous improvements in service delivery.-
- Mentor and provide guidance to the Salvos Stores Service Desk team members to improve customer experience-
- Provide input to Initiatives that form the SS IT Roadmap-
- Recruit, select, induct, develop and manage performance of staff to ensure all objectives are met, as per HR requirements-
- Foster a culture of collaboration, accountability, and continuous learning with the service desk team.Qualifications and Experience:
Qualifications:
- Degree in Computer Science or Business is mandatory-
- ITIL Foundation Certification is mandatory; ITIL practitioner certification is highly regardedExperiences:
- Proven experience in leading a Salvos Stores Service Desk of a large enterprise-
- Demonstrated knowledge and experience in IT service delivery, ITIL and delivering exceptional customer experienceExperience with ServiceNow is highly regarded- Requirements of the Role:
- A national police record check is required.Why work for us
- In return we offer our eligible employees real and meaningful benefits such as:
- Positively supporting and impacting the lives of others through your career contribution-
- An inclusive culture of dedicated, passionate and professional team members-
- NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits-
- Flexible working conditions-
- Paid parental leave-
- Financial, retail and lifestyle discounts and benefits-
- Employee Assistance Program - Independent confidential counselling service-
- Opportunity for career developmentHow to Apply
- Should you be interested, please submit a copy of your resume and cover letter. In the cover letter (maximum two pages) explain your suitability for the role including examples demonstrating capabilities and addressing the questions below.
- Why are you passionate about working with the Salvos? How do your values and those of the Salvos align?
- Describe your experience in culture, organisation and operating model change projects. From your experience, what makes these different to other types of projects?
- The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Workin

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