Senior IT Service Delivery Manager

1 week ago

Canberra, ACT, Australia beBeeLeadership Full time $137,219 - $181,159

A challenging and rewarding opportunity has arisen for an experienced Senior IT Service Delivery Manager to join our team. This role will involve managing our services and obligations to Defence's Chief Information Officer Group (CIOG) as part of the Centralised Processing Ongoing Support and Project Services teams.

This role will report to the Chief Operating Officer and include overall responsibility for ITSM support of services, as well as leadership of a team of service owners.

You will be working in one of Australia's largest and most complex IT environments, delivering solutions and integrating state-of-the-art commercial technologies, and will be accountable for dealing with any issues that arise, including all escalation processes and operational procedures.

This role requires a customer-focused approach, however it will also require a diverse set of skills and managed services experience in order to be successful.

Responsibilities include:

  • Collaborating with clients, customers, engineers, operations, and other stakeholders to come up with solutions;
  • Designing permanent solutions, and interim solutions, and transitioning from project to operations;
  • Overseeing the service to customers to ensure effective service delivery and service levels are met for timely response and quality resolution of problems;
  • Assessing customers' risks and needs, recommending appropriate service offerings, and developing relevant action plans;
  • Preparing monthly managed services reporting for both client-facing communications as well as internal process improvement activities;
  • Conducting and attending client governance meetings, innovation workshops, and business continuity rehearsals;
  • Monitoring contract obligations to ensure compliance with roles and responsibilities, manage disengagements, and achieve high customer satisfaction and trust;

The ideal candidate will have a strong background in IT service management, excellent communication and interpersonal skills, and experience working in a large complex enterprise environment.

Certifications in ITIL and Project Management are highly desirable.

This is a great opportunity for an experienced IT professional to take on a leadership role and make a real impact in our organisation.

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