Service Delivery Manager

2 weeks ago

Melbourne, Australia Verra Mobility Full time

**Verra Mobility is a global leader in smart mobility. We develop technology-driven solutions to make transportation safer and more convenient worldwide. We work with police departments and municipalities across North America, the Asia Pacific and Europe to install safety cameras, including red-light, speed, and school bus stop arm cameras. We manage tolling transactions and violations for the world's largest commercial fleets and rental car companies, serving over 8.5 million vehicles whilst, via our proprietary connected systems, are processing nearly 165 million transactions each year for more than 50 tolling authorities.**

Join our dynamic team at Verra Mobility, a leading provider of smart mobility solutions. We're dedicated to revolutionising the way people move, making it safer and easier for everyone.

To further support collaboration and delivery of solutions at Verra Mobility and for our valued clients, we look to engage an experienced **Service Delivery Manager** to work with and guide our talented teams based here at our National Head Office here in South Melbourne.

As part of our team within APAC Operations, you'll play a crucial role in delivering exceptional IT services that align with our values of excellence, integrity, and collaboration. **This is a permanent, full time and hybrid role, working from home and the office.**

**The role**:
As a **Service Delivery Manager**, you'll be at the forefront of ensuring the effective delivery of IT services in alignment with best practices and business objectives. Your responsibilities will encompass managing service design, delivery, and continuous improvement in a SaaS environment. Collaborating closely with internal Engineering and IT teams, you'll ensure seamless coordination and exceptional service delivery to our clients.

**As a Service Delivery Manager at Verra Mobility you will**:

- Develop and maintain service designs in line with ITILv4 principles.
- Manage service level agreements (SLAs) to uphold service quality standards.
- Implement strategies for availability management to minimize downtime.
- Monitor and manage IT and Engineering resources for optimal performance.
- Oversee the performance of outsourced service desk team for timely incident resolution.
- Lead response to IT incidents and coordinate with stakeholders.
- Establish efficient processes for handling service requests.
- Identify root causes of recurring issues and implement preventive solutions.
- Plan and coordinate the release of changes and updates to IT services.
- Create and complete internal and external metric reports in line with SaaS agreements.

**Who are you?**
- We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. First Nations people, those identifying as LGBTQIA+, females, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply. Our aim is to create a workforce that reflects the community in which we live._

**Verra Mobility Values**
- **Own It.**_ _We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
- **Do What’s Right.**_ _We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
- **Lead with Grace.** We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
- **Win Together.** We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

Verra Mobility is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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