IT Service Delivery Manager

4 weeks ago

North Parramatta, New South Wales, Australia Catholic Education Full time

We are seeking an experienced IT Service Delivery Manager to join our IT Infrastructure and Operations team. The successful candidate will be accountable for the management and day-to-day operations of the network service line.

About the opportunity:

The role will involve managing a cross-functional team and leading stakeholder engagement across schools, the business, and other external stakeholders to design and deliver service plans, and documenting processes to ensure sound change management.

To be more specific, the successful candidate will be accountable for:

  • Managing the platform service lifecycle, including defining and executing platform service vision and strategy, validating business requirements and design, identifying and resolving issues, and collecting and prioritizing inputs to inform product/service decisions and direction.
  • Leading and defining an outcome-oriented service roadmap, informed by customer insights and feedback, to define and write user stories, acceptance criteria, and success metrics.
  • Ensuring service design compliance with regulatory obligations and relevant CSPD's policies and standards.
  • Planning and designing tests that validate services have been built against design specification.
  • Embedding a service management culture within the wider team and leading all service design activities for the platform.
  • Proactively identifying, mitigating, and managing risks associated with the service, and remediation initiatives.
  • Managing and monitoring change to continuously improve the platform offering and processes to facilitate the overall customer experience, and provide recommendations to improve results.

About you:

To be successful in this highly rewarding role, you will possess:

  • A minimum of five years managing and leading network service delivery teams.
  • The candidate must possess an industry certification in one or more leading network technologies (ideally Cisco), and have experience in contemporary network design and support.
  • An ICT Degree with relevant specialisations will be highly-regarded.
  • Strong negotiation, conflict management, and interpersonal skills.
  • Ability to build strong relationships with internal and external stakeholders.

In return:

  • Competitive remuneration.
  • Salary packaging.
  • Parental leave.
  • Flexible work arrangements, including a hybrid working model.
  • Wellbeing programs.
  • Professional development opportunities.

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