Technical Service Delivery Manager

2 weeks ago

Sydney Central Business District, Australia Mission Australia Full time

**Full Time | Permanent**:

- **Location: Sydney CBD | Work from home
- WFH**:

- **Salary 165K + Super + Salary Packaging benefit**:

- **Make a meaningful difference to the lives of Australians in need**

**Life at Mission Australia**

When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we stand together with anyone who needs us, for as long as they need us. Find out more about us and our purpose.

**Your Opportunity**

This role will work with key stakeholders to ensure delivery of Site Care, Telephony and Field Engineer Services to the Mission Australia Business Areas and Services. This role will work across IT Services and third party service providers to deliver these services in a cost effective, efficient and customer focussed way.

**Your key responsibilities will be**:

- Manage Site Care ensuring connectivity and IT infrastructure work appropriately.
- Manage telephony platforms including Teams calling
- Management of third party service providers / vendors
- Maintain a customer service focus and support the rest of the Team
- Manage Field Engineers Team to deliver to expected outcomes and deliverables
- Assist with the scoping, requirements gathering and design of projects

**Requirements for Success**
- Experience with VoIP technologies; specifically, MS Teams - licensing, call group configuration, handset management
- Experience with call centre VoIP technologies; preferably 8x8 - licensing, call group configuration
- Excellent customer service and communication skills (written and verbal) including conflict resolution and meeting management
- Experience in a similar role with experience driving telephony, Site Care and managing remote Field Engineers
- Working knowledge of Microsoft Windows (client and server); Microsoft Office suite, especially Office365; Active Directory; Mobile Device Management (MDM); Wired and Wireless networking, Saas, IaaS cloud-hosting, especially Microsoft Azure.
- Ability to project management deliverables and manage multiple priorities across the portfolio
- Proficient in the use of Service Now or similar ticketing system
- ITIL Version 3 and above qualified
- Successful organisation change experience and in driving outcomes into a fast paced environment

Before starting work with us, you will need to undertake a national police history check, qualifications and referee checks.

**Our culture**

Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.

We’re committed to the safety and wellbeing of each other and the people we serve.

We recognise and respect diversity. So, whoever you are, if you’re skilled and actively support our purpose and values, you would be welcome at Mission Australia.

Find out more about a **career with Mission Australia**.

**Your benefits**
- Rewarding work - every day you know you’re making a real difference
- Not-for-profit salary packaging, reducing your tax (details via **AccessPay)**:

- Generous discounts with health insurance and major retailers
- Free external, confidential counselling and access to chaplaincy support.

**How to apply**

For more information, feel free to view the Position Description via Service Delivery Manager_Site Care and Telephony JD v0.2.docx

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