Service Delivery Excellence Specialist

6 days ago

Brisbane, Queensland, Australia beBeeService Full time $110,000 - $140,000
Job Title: Service Delivery Manager

This is an exciting opportunity to join a dynamic team as a Service Delivery Manager. As a key player in our organization, you will be responsible for establishing and maintaining effective communication with internal and external stakeholders.

The ideal candidate will have extensive knowledge and experience working in IT Service Management within a complex, multi-stakeholder environment. You will also possess a highly developed understanding of ITIL service operations practices, including continuous service improvement principles.

In this role, you will manage the CTS Service Management team, suppliers, and partner entities to achieve operational excellence. This includes leading elements of the continued IT service management capability uplift by promoting best practice and providing advice to other team members.

You will assist with the service transition of new services into CTS, ensuring internal stakeholders are engaged, supporting processes are developed, and service targets are agreed. Additionally, you will produce and distribute system reports to technical and business stakeholders.

The successful candidate will also coordinate incident management, including coordinating and communicating incident investigation and resolution across ICJ agencies. Furthermore, you will maintain relevant incident, requests, and problem tickets within ServiceNow, ensuring timely updates and thorough recording.

We are looking for someone who can drive continuous service improvement based on their own analysis as well as supervisor, team, and client feedback. If you are a motivated individual with a passion for IT Service Management, we encourage you to apply for this challenging role.

Mandatory Qualifications:
  • Extensive knowledge and experience working in IT Service Management within a complex, multi-stakeholder environment.
  • Highly developed understanding of ITIL service operations practices, including continuous service improvement principles.
  • Extensive knowledge and experience in managing an external service provider, including contract management.
Desirable Qualifications:
  • Tertiary or industry qualifications and/or experience in ServiceNow (including reporting).
  • ITIL V3 or V4 Foundation certification minimum with specialist level highly regarded.
  • Microsoft Office 365.

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