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Service Delivery Manager

4 months ago

Docklands, Australia Metro Trains Melbourne Full time

16 March 2023

Technology DOCKLANDS Full Time

Metro is a multi-award winning organisation, and we pride ourselves on our team of honest, high performing professionals who are talented, inclusive and safety focused and who are at the core of our success. You will be joining an organisation that is known as a global leader in its field but also prides itself on being dynamic, embracing new technologies and focused on customer service. Our aim is to promote work/life balance, allow team members to bring their best to work and to truly be focused on a common goal which is to provide a world-class railway service.

ABOUT THE ROLE

Reporting to the Head of Infrastructure and Service Delivery, the Service Delivery Manager assures the effective and efficient operation of the OCMS Operations team. This position is responsible forService Delivery Managers, internal staff, andexternal service providers.

The goal is toensure thatthe area meetsMetro business needsandresolveOCMS faults andICT requeststoservice level targets. Continual service improvement is integral to the role.

KEY RESPONSIBILITIES
- Provide leadership, governance, management and ongoing execution ofcrucialITIL Operational Support management functions such as Incident, Problem, Change and Request Management
- Facilitate the ICT projects transition to BAU as required
- Supplier managementregardingthe Service Desk service providerensuresasmooth transition of new or changed services into the Service Desk
- Drive leadership and continual service improvement and address any issues arising with the service being provided across all operational functions
- Be available on a rotating on-call support

ABOUT YOU
- Strong experience in ITIL processes and have the associated formal qualifications
- Manage relationships with suppliers/vendors
- ServiceDelivery experience with a focus on relationship management
- Demonstratedtechnical experience in:

- Managing and setting up aService Desk provisioned by an external service provider
- Leadinga teamthatinvolves coaching, directing and mentoring
- People management and relationship management
- Negotiation and influencing

WHY WORK FOR METRO
- Full time permanent position
- Opportunity to work on significant projects that are contributing to modernising Melbourne's Metropolitan Network - Melbourne Airport Rail and Metro Tunnel.
- Hybrid working
- Free Myki travel across Victoria and other great corporate discounts