Service Delivery Manager
2 weeks ago
About Us:
We operate within a well-established group, supporting Australians with their personal finance and household products.
The Opportunity:
We seek an experienced IT leader to oversee the delivery of IT services, ensuring efficiency and user satisfaction.
- Lead and manage the delivery of IT services to internal users, ensuring timely resolution of critical issues.
- Oversight of setup, execution, and continuous improvement of IT Service Management processes, tools, and workflows.
- Lifecycle management of ITSM processes, guaranteeing strong governance, compliance, and service quality.
- Promulgation of ITSM processes and documentation, ensuring alignment with best practices and organisational standards.
- Supervision of Site Reliability Engineering to enhance infrastructure performance, availability, and scalability.
- Leadership of Level 1 support and incident management, ensuring prompt resolution and stakeholder communication.
About You:
- A degree in Information Technology or Computer Science, accompanied by additional ITSM certifications and knowledge of SRE principles.
- Extensive experience in managing and optimising ITSM frameworks, including incident, problem, change, and service request processes.
- Demonstrated success in implementing and maintaining SRE practices, coupled with a strong grasp of infrastructure performance, monitoring, and automation.
- Expertise in leading high-priority incident response and Level 1 user support, ensuring swift resolution and continuous service improvement.
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