Service Delivery Consultant

1 month ago

Melbourne, Australia Australia Post Full time

**Job no**: 532555

**Brand**: SecurePay

**Categories**: In digital tech

**Work type**: Permanent Full Time

**State**: VIC

**Location**: Melbourne

**You might think you know us, but we’re delivering like never before.**

As the world rapidly changes, we’ve had to change too - to ensure our future is even greater than our past

It’s an exciting time to be at Australia Post

Digital, Technology and Data is at the core of Australia Post’s transformation. This new business unit is empowered to deliver for our teams and delight our customers. We provide an inclusive and supportive environment that nurtures talented people, trusts our teams to deliver their best, and leverages modern work practices and technologies. It's an unexpectedly dynamic and collaborative culture that feels more like a start-up than a 213-year old icon.

And we’re always on the lookout for passionate, purpose-driven people to join our team.

**Digital, Technology and Data?**

The purpose of Digital, Technology and Data is to design, build and maintain products, services and experiences that Australian's love and trust, while delivering a sustainable future for Australia Post. The key areas that Customer Experience and Digital Technology is responsible for include Customer Experience, Customer Services, Decipha, Identity and Financial Services, Digital Channels, Data Science, Data Commercialisation, Product Engineering and Platforms, as well as Technology.

**Position Purpose**:
SecurePay’s vision is to claim our position as one of Australia’s leading e-Commerce companies. Delivering e-Commerce - everyone, everywhere, every time. Our strategy is to provide customers with multiple ways to trade online regardless of location; with tools to assist in the growth of their business and the management of selling.

Responsible for facilitating engagement with a group of service customers; and service, process and functional owners across IT to assist stakeholders navigate the right outcomes. Liaise with a group of service stakeholders in a professional, timely and effective manner, to monitor and report service levels. Responsible for supplying information for the maintenance of SecurePay Technology’s Service Catalogue.

**What we’re looking for**:

- Certification in IT/ business discipline or equivalent preferred but not essential.
- ITIL Foundation Certification required.
- Further ITIL training preferred.
- Broad understanding of IT disciplines such as Network, Infrastructure, and Application Development.
- Ability to present complex technical and operational information in simple, business language.

**_ What will I be doing in this role?_**
- Manages customer expectations against IT service performance whilst also ensuring IT service offerings are clearly communicated to business facing functions of IT.
- Works with IT and business stakeholders to ensure that IT Service costs are transparent and assist the business to take accountability of the services they consume.
- Ensures non-functional requirements for new and/or changed IT Services are clearly defined early in the development lifecycle.
- Assists stakeholders to navigate when unclear on how to progress to ensure:

- Service alignment exists between business and technology.
- Service offerings are understood and agreed.
- Stakeholders have an engagement point for escalation.
- Business impact of Incidents and Changes are clearly communicated and understood

**We believe investing in our people is good business.**

We know that your life outside of work matters. So while we work hard, we also have a culture that promotes a genuine work/life balance. Our teams operate flexibly so please speak to us about what this could look like for you.

**Together, our differences make us stronger.**

**Ready to join the transformation of Australia Post?**

Click, to help shape our tomorrow.

**Advertised**: 12 May 2023 AUS Eastern Standard Time
**Applications close**: 26 May 2023 AUS Eastern Standard Time

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