Service Delivery Manager
4 weeks ago
About the Role
The Service Delivery Manager is accountable for overseeing IT Service Management (ITSM) operations, metrics, and reporting, with a focus on driving continuous improvements and elevating the maturity of service delivery processes. The role delivers business value in a cost-effective and timely manner, aligned with GFG Alliance's needs, while leveraging ITIL best practices as a guiding framework.
Key Responsibilities
- Lead operational and end-user technology support to enhance efficiency, aligning information technology with business goals to drive high levels of customer engagement and satisfaction.
- Own, develop, and evolve all Service Management capabilities, including core ITIL functions such as Incident, Problem, and Change Management, ensuring they meet evolving business needs.
- Champion and continuously improve ITIL/ITSM processes across the IT organization and business stakeholders, promoting best practices and process alignment.
- Establish and lead the Change Advisory Board (CAB) based on ITIL framework, facilitating CAB meetings & effective governance and decision-making for IT changes.
- Perform the role of IT Change Manager, overseeing and managing IT changes to minimize risk and ensure smooth execution.
- Plan, manage, and test business continuity and disaster recovery plans, ensuring organizational resilience in response to operational disruptions.
- Drive team performance and cohesion, fostering a culture of productivity, adherence to standards, and excellence in service delivery.
- Manage and mentor Helpdesk and End-User Computing (EUC) teams, providing guidance, professional development, and continuous coaching to ensure ongoing growth and success.
Requirements
- Bachelor's degree in IT, Computer Science, or relevant tertiary discipline.
- ITIL Certification (v4 minimum) and applied knowledge in IT standards and ITIL methodology.
- Minimum 8+ years relevant industry experience & 5 years experience in Service Delivery Manager role, overseeing Incident, Problem, Request Fulfillment, Change Request and Service Levels.
- Experience in managing systems and service delivery specialists; resource and people leadership and management skills.
- Experience chairing Change Advisory Board meetings, Workshops, facilitating discussions and assisting stakeholders in the role of Change Manager.
- Demonstrated experience in planning and supporting the implementation of Change Management process utilizing the ITIL framework.
- Experience in evaluating, engaging, negotiating with and managing vendor partners.
- Significant experience establishing and managing service levels and ensuring contractual compliance to service level agreements.
- Experience in service metric measurement and reporting.
- Demonstrable experience in influencing conflict resolution.
- Problem determination (experience in root cause analysis) & problem resolution skills.
- Experience with ITSM tool Freshservice is highly desirable.
About Us
GFG Alliance is Australia's leading integrated steel manufacturing, distribution and recycling business, making steel using our electric arc furnaces. We provide solutions for commercial and residential construction, large scale and nation-building infrastructure as well as our primary producers and rural sectors. With ambitions to be carbon neutral by 2030, each day we help build futures through sustainable steel.
Why Work Here?
We offer more than just a job; we provide a dynamic environment built on three pillars that define our commitment to both our team and our industry.
- Work with a greater purpose: Join us in the pursuit of a sustainable future as we progress our ambition to become carbon-neutral. You will contribute to a legacy that not only helps to build our nation but sustains our environment for future generations. Embrace a culture where differences are celebrated, innovation is embraced and valuing everyone's unique perspectives contributes to our transformation.
- Work well - live better:We understand the importance of working in an environment which supports you to balance your personal and professional life. Experience a culture which values you as a whole person - where family extends to the workplace and your well-being matters. You'll thrive not only in your career with us, but beyond.
- Build your own future: Step into a culture where every day is an opportunity to grow, and where driving your own development is not just encouraged; it's expected. You'll be empowered to take the wheel of your learning journey and uncover your potential. The possibilities are limitless.
We invite you to forge your career in a workplace where passion meets purpose, wellbeing is nurtured and the opportunity to thrive is in your hands.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
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