IT Service Delivery Manager

4 weeks ago

Sydney, Australia NSW Government -Department of Customer Service Full time

**IT Service Delivery Manager**

**1 x ongoing role**

**Do you want to **
- Be responsible for IT Services and establishing and managing service level agreements
- Make an impact to the lives of 8 million+ people in NSW
- Work in an inclusive and flexible hybrid-environment, with endless opportunities to grow

**Yes? Then this role is for you **

**Your day-to-day**

Responsibilities will include:

- Formulate and manage service level processes and procedures to ensure service level agreements, operational level agreements and underpinning contracts are developed and administered in a consistent manner across the organisation
- Carry out service level agreement audits and extract necessary information to maintain currency and enable the business to establish and deliver effective and efficient services and sustainable targets; including analysing and reporting on performance against service level agreements to highlight inconsistencies and guide the development of remediation activities
- Ensure the resolution and completion of services, including escalations, release changes, systems patches and versions, end-to-end ICT delivery and uptime of operations to meet service delivery standards and optimal customer experience
- Identify opportunities to improve value for money and/or reduce cost, eliminate unnecessary processes and administrative procedures without adversely impacting service to the business
- Lead, design, and implement the service model framework to deliver on improvements and enable the monitoring and measurement of team and service effectiveness to standards
- Evaluate and engage suppliers using criteria to support alignment and understanding of the expectations and requirements of engagement and oversees the monitoring and reporting on vendor performance to ensure service delivery and performance metrics are met
- Drive and deliver continuous lifecycle and service improvements, including new and existing services, to achieve efficiency across technology platforms
- Lead and manage project planning, including business requirements, forecasting, budget, planning, risk and governance ensuring projects are aligned with business priorities

**Your experience**
- Experience managing high performing technical teams
- Experience in incident management and technical support
- Experience in environment management, release management, test management and cyber security
- Experience in negotiating vendor support contracts
- Experience in vendor management
- Experience in implementing automation tools in IT environments
- Strong financial acumen
- Experience in technical solution design and enterprise architecture
- Strong project management skills
- Strong performance management skills
- Experience in developing organisational IT strategy
- Excellent people skills
- Excellent presentation skills
- Experience in IT Asset Management
- Certification in Information Technology Infrastructure Library (ITIL) framework is preferred
- Tertiary qualifications in IT or related field

**Why work for us?**

There are lots of reasons why a role with us is rewarding - working with us gives you:

- The opportunity for **meaningful work that matters** to all of us in NSW
- Hybrid working, compressed hours and generous leave conditions, so you can **make time for what counts**:

- Much more than just a job, you can **build a career here**:

- Unmatched opportunities for **growth and development**

You can read about all the perks and benefits of working at the Department of Customer Service here.

**We can’t wait to meet you**

If you’d like to know more, you can view the full role description here.

Salary grade 11/12, with the base salary for this role starting at $134,411 base plus superannuation.

**Closing date: Thursday 6**th** July 2023 at 9:59am.**

**You belong here**

We are committed to diversity, inclusion, and new ways of working - we have 8 million+ reasons to care and want our workforce to represent the community that we work for. You can view our full diversity and inclusion statement here.

**About us**

The Registry of Births, Deaths & Marriages operates as a self-funded business unit within the Customer, Delivery and Transformation Division of the Department of Customer Service.

Our role is to register NSW life events accurately and securely for all time, ensuring their integrity and confidentiality. This includes the registration of births, deaths, marriages, relationships and official changes of name and sex.

We meet the varied and valid needs of our customers by providing a range of certificates, products and information services that help establish a range of legal entitlements.

We also provide data for planning and research to the Australian Institute of Health and Welfare and the Australian Bureau of Statistics.

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