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IT Service Delivery Manager

2 months ago

Melbourne, Victoria, Australia Milestone It Full time

Job Title: Service Delivery Manager

Job Description: Milestone IT is a premier recruitment agency dedicated to connecting exceptional talent with leading organizations. We are partnering with a prominent client in the IT sector seeking a seasoned Service Delivery Manager to oversee the seamless delivery of services to their stakeholders.

Position Overview: We are seeking an experienced Service Delivery Manager to lead a team of 6 individuals, comprising both internal and external resources. The ideal candidate will have a strong background in managing Service Level Agreements (SLAs), Key Performance Indicators (KPIs), vendor negotiations, change management, asset management, and IT Service Management (ITSM) projects.

Key Responsibilities:

  1. Develop, implement, and manage SLAs and KPIs to ensure service delivery meets or exceeds client expectations.
  2. Lead negotiations with vendors to establish and maintain strategic partnerships, optimizing service delivery and cost-effectiveness.
  3. Drive change management initiatives, ensuring smooth transitions and minimizing disruptions to operations.
  4. Oversee asset management activities, including tracking, maintenance, and optimization of IT assets.
  5. Manage ITSM projects, ensuring alignment with organizational objectives and best practices.
  6. Provide leadership and guidance to a diverse team of 6 individuals, consisting of 3 internal team members and 3 external contractors.
  7. Monitor service delivery metrics, identify areas for improvement, and implement corrective actions as necessary.
  8. Collaborate with cross-functional teams to drive continuous improvement and innovation in service delivery processes.

Qualifications: Bachelor's degree in IT, Business Administration, or related field. Proven experience in a Service Delivery Manager or similar role within the IT industry. Strong understanding of SLAs, KPIs, and their application in service delivery management. Demonstrated expertise in vendor negotiations and contract management. Experience leading change management initiatives, with a focus on minimizing disruptions and maximizing stakeholder engagement. Knowledge of asset management best practices, including asset tracking and optimization. Familiarity with ITSM frameworks and methodologies. Excellent leadership, communication, and interpersonal skills. Strong analytical and problem-solving abilities.