Service Delivery Manager

2 months ago

Hampton East, Australia Arcare Aged Care Full time

**About Arcare**

As one of Australia’s leading aged care providers, we have 50 residences in QLD, NSW, and VIC, with more on the way Our core focus is the relationship between residents, colleagues, and family members, with our residents and team at the heart of what we do.

Backed by a dedicated team of over 7000 employees, we strive to uphold our core values of Relationships, Uniqueness, Partnerships, and Flexibility, earning us a reputation that speaks for itself.

**About the Role**

Reporting to the CIO, this role is responsible for establishing processes and actions to ensure that the delivery of IT services to the business is professional, timely, and customer focused. You will provide leadership to other members of the IT team and must possess general IT skills to achieve / exceed KPI’s relevant to your role.

**Responsibilities**

**_Key areas of responsibility include:_**

**IT Support**
- Manage team of Helpdesk / Desktop Support personnel, to ensure IT Service Delivery is an enabler for the business to achieve its objectives.
- Ensure processes and procedures are embedded within the service delivery model to drive efficiencies.
- Ensure IT tickets / requests are prioritised and addressed in accordance with a Service Level Agreement.
- Coordinate roster to ensure all aspects of Service Delivery is catered for, such as business hours, after hours, onsite at different geographic locations etc.
- Act as an escalation point for Service Delivery team, and vet escalations to the Infrastructure team to ensure requisite triage and troubleshooting has taken place prior to escalating. Escalate to third parties as required.
- Analyze ticket trends and implement strategies to streamline repetitive tasks where possible.
- Ensure any proactive monitoring / maintenance tasks are being completed.
- Incident management.
- Problem management.
- Participate in the Change management process.

**Application Support**
- Manage Application Support team.
- Act as an escalation point for Application Support team, and vet escalations prior to engaging the software vendors.
- Coordinate with software vendors such as escalation of issues, upcoming patches, releases, upgrades etc.

**General**
- Liaise with key stakeholders to ensure IT Service Delivery is meeting operational requirements of the business.
- Attend meetings as required, providing reports as an input into meeting content (I.e., key Service Delivery statistics, trends etc.).
- Work closely with Infrastructure Manager and Senior Project Manager to ensure all pillars of the IT Department are working together to deliver the service to the business. Make recommendations where technology may be impacting Service Delivery (I.e., faulty or ageing hardware).
- Work with CIO to ensure team has clearly defined PD’s and KPI’s, and participate in staff performance reviews.
- Ensure the Service Delivery team has the necessary skills to provide services to the business, and provide training recommendations where required as part of staff development.
- Ensure documentation is up to date from a Service Delivery perspective (I.e., knowledge base articles, cheat sheets, training material etc.).

**Skills and Experience**
- Bachelor’s degree in Information Systems or related field, or equivalent work experience.
- 5+ years of experience working in a similar role, preferably with experience in the Health and Ageing sector.
- Proven experience in client relationship management, leadership, and customer service in a technological environment.
- An understanding of project management principles and the ability to improve process efficiencies.
- Strategically plan the utilisation of resources to ensure maximisation.
- Good teamwork and efficient communication skills.

**Benefits**
- Combination of site and work from home Options available
- Significant employee discounts for Apple, Samsung, Travel, Health Insurance, Gyms & much more
- Allowances: Uniform, meals, shift and public holidays
- Paid Training and Development days
- Reward & Recognition programs including CEO incentives and National Awards
- Employee Assistance Program

**Ready to Apply**

Our people and culture set us apart and our ongoing focus of working together as one team. If you think this role is the right fit for you, we invite you to apply. Please note that you must have Australian Working Rights and a NDIS Worker Screening Check (or be willing to obtain). Arcare values diversity within our workforce and is an equal opportunity employer

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