IT Service Delivery Manager

4 weeks ago

Melbourne, Victoria, Australia Kinetic Full time
IT Service Delivery Manager

At Kinetic, we're seeking a seasoned IT Service Delivery Manager to drive the smooth operation and management of our IT infrastructure and support services. As a key member of our team, you'll lead a team of IT professionals and oversee the delivery of IT services by multiple managed service vendors.

Key Responsibilities:

  • Manage daily IT operations and support activities to ensure reliable, secure, and available IT systems.
  • Monitor and assess IT service performance and availability using appropriate tools and metrics.
  • Oversee IT service providers and vendors to ensure service delivery meets contract terms, KPIs, and SLAs.
  • Handle IT service incidents, problems, changes, and requests, ensuring timely and effective resolution.
  • Maintain and update IT service continuity and disaster recovery plans.
  • Identify and implement IT service improvement initiatives to enhance service quality and efficiency.
  • Manage the IT service budget and expenditures within allocated limits.
  • Address IT service risks and issues, ensuring proper identification, assessment, mitigation, and escalation.
  • Ensure compliance with IT service documentation and audit requirements.
  • Lead and motivate the IT service team, ensuring engagement and performance.
  • Provide technical support and guidance to both IT team members and business users.
  • Report regularly to the Head of IT Infrastructure and Cyber Security and other stakeholders on IT service performance and issues.
  • Stay updated on IT trends and technologies and assess their relevance to the organisation.

Requirements:

  • Minimum of 5 years' experience in IT Service Management or a related field.
  • ITIL V4 Foundation Certification and a strong understanding of ITIL, Essential 8, and ISO27001 frameworks.
  • Relevant Microsoft or Cisco certifications.

About Kinetic:

Kinetic is committed to delivering innovative solutions in a dynamic and high-energy environment. We're looking for a proactive IT Service Delivery Manager with a passion for leadership and a drive for service excellence to join our team.

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