Service Delivery Manager
2 months ago
**Contract Type**:
Full Time
**Location**:
Sydney Airport - New South Wales
**Industry**:
Information & Communication Technology
**Contact Name**:
Craig Nel
**Contact Phone**:
0292203400
**Date Published**:
20-Jun-2023
**Overview**:
An exciting opportunity awaits an experienced Service Delivery Manager to join an ASX listed organization in Sydney. You’ll play a crucial role in overseeing key functions within the Technical Operations department, ensuring the delivery of high-quality services to end users. This position requires a proactive, detail-oriented, and customer-focused professional with a passion for service improvement.
**Key Responsibilities (include, not limited to)**:
Oversee the Technical Operations department to ensure the delivery of high-quality services and establish steady-state operations for the product team.
Manage the Dispatch and Payment systems, including in-vehicle technology services, and ensure smooth operations.
Take ownership of the incident management process, from evaluation to resolution, by coordinating technical support teams and developing effective solutions.
Collaborate with System and Network Administrators, Support Engineers, IT Helpdesk, SW Engineers, and other teams to implement changes and support the organization's environment.
Drive service management activities, including incident, request, change, and escalation processes, and ensure accurate reporting and continuous service improvement.
Monitor and control service delivery, ensuring adherence to systems, methodologies, and procedures.
Lead multi-stream Technical Operations projects, ensuring timely delivery within budget and maintaining the highest level of quality.
Develop and deliver detailed requirements to support solutions, including hardware, software, and security standards.
Manage established KPIs, provide management reporting on IT service performance, and recommend and implement service improvement plans.
Build and maintain positive relationships with stakeholders, including internal teams and third-party providers.
Manage staff, including recruitment, mentoring, training, and performance assessment.
**Qualifications and Skills**:
At least 3 years of experience in a similar Service Delivery or Project Management role.
Strong knowledge of IT systems and networks.
Previous experience leading teams.
Experience in managing third-party vendors and services.
Proficiency in incident management, escalation procedures, and service management/support in a large-scale environment.
Expert knowledge of ITIL disciplines.
Excellent leadership, communication, and people management skills.
Customer-focused mindset with strong customer service skills.
Proactive, self-motivated, and able to work under pressure and meet deadlines.
Excellent organizational, time management, and documentation skills.
**Personal Attributes**:
Pragmatic thinker with strong problem-solving skills.
Strong attention to detail in reports and written communications.
Excellent interpersonal and influencing skills.
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