IT Service Delivery Specialist

2 weeks ago

Sydney Central Business District, Australia HCF Full time

**About HCF**

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.7 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our 2025 Strategy.

**About The Role**

This role exists to establish ITIL, IT Service Management across the IT organisation to ensure operational excellence and continue to deliver services that are compliant with regulatory and organisational requirements.

**Responsibilities**

The responsibilities of this role include but are not limited to the following:

- Reporting to Manager of IT Service Management - leads IT Service Management’s compliance to IT Governance and HCF’s Information Security Framework.
- Facilitate in the management IT Service Management program to support legal and regulatory
compliance needs and general IT operational and organisational information security practices.
- Contribute to the improvement and automation of the service and operational readiness
discipline based on ITIL Service Strategy, Design, Transition and Operations
- ITIL Coach extending maturity across the IT team
- Build operational procedures, process and policies which support the various technology
domains
- Manage and monitor operational compliance issues
- Perform Line 1 control tests for IT processes
- Contribute to the creation, delivery and maintenance of a standard set of operationally ready platform products, consistent with the IT Blueprint inclusive of migration strategies and technologies
- Identify and engage with new projects requiring operational acceptance
- Ensuring ITSM tool is updated consistently and in a timely manner
- Investigates complex, highly visible performance deviations to drive adherence with defined ITSM policies and procedures
- Working with internal teams to provide risk reporting to the relevant stakeholders and governance forums
- Business analysis, gap analysis and requirements gathering of current ITSM maturity
- Test script writing, testing execution and reporting
- Work with existing internal risk and threat models to drive risk reporting and business prioritisation

**About you**:
**To be successful in the role you will have the following**:

- Must be able to demonstrate strong alignment to HCF Values: “STEP FORWARD, STAY HUMAN, WALK IN THEIR SHOES, MAKE IT BETTER, GET THERE TOGETHER”.
- Expertise leading full lifecycle ITIL implementations
- 2+ years of experience with ITIL tools such as ServiceNow or Cherwell
- 5+ years of experience developing and implementing ITSM/ITIL processes and solutions
- 2+ years of experience in IT risk management or a related discipline
- 3+ years of experience documenting tool requirements from To-Be; processes and assisting the IT organisation in comparing various Vendors tool products
- Basic knowledge of a broad range of standards and frameworks — for example, International Standards Organization (ISO) 27001, IT Infrastructure Library and ISO 20000, Capability Maturity Model Integration and Six Sigma
- Knowledge of common risk management methodologies
- Establish and maintain credibility as an ITIL expert
- Experience coaching Technical teams on IT Service Management processes
- ITIL v3 Certification
- Strong Business process and transition experience
- Experience collaborating with multiple stakeholders across functional and technical skill sets
- IT Software/Professional Services background and experience
- Success in leveraging both traditional best practices, such as IT service management practices based on ITIL, as well as emerging methods like DevOps that are optimized for agility
- Strong project management skills

**Benefits**
- Up to 50% discount on health cover, pet & travel insurance
- Family & Friends Day (additional day of leave)
- Organisational wide Recognition & Rewards program
- Health & Wellbeing Initiatives

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