IT Service Delivery Lead

5 days ago

Parramatta Park, Queensland, Australia Catholic Schools Parramatta Diocese Full time

We are seeking a seasoned IT Service Delivery Lead to join our Platform team and drive the design of user-centric technology solutions, services, and journeys. The successful candidate will be responsible for managing Application Delivery and Support of all Education systems, including Canvas, Library, and Timetabling systems.

About the Opportunity:

This role involves working closely with the Head of IT Education Platform to oversee the management of Education Applications and IT Services within the IT Education Platform. The ideal candidate will have extensive experience in IT service management and/or project management, including experience in delivery and support of Education applications.

The IT Service Delivery Lead is accountable for ensuring service design compliance with regulatory obligations and relevant CSPD's policies and standards. They will also identify, mitigate, and manage risks associated with the service, as well as remediation initiatives.

Key Accountabilities:

  • Define and implement an outcome-oriented service roadmap informed by customer insights and feedback.
  • Develop and write user stories, acceptance criteria, and success metrics, ensuring customer-centric product design, development, and delivery.
  • Ensure service design compliance with regulatory obligations and relevant CSPD's policies and standards.
  • Plan and design tests to validate services against design specification.
  • Embed a service management culture within the wider team and lead all service design activities for the platform.
  • Manage and monitor change to continuously improve the platform offering and processes to facilitate the overall customer experience.
  • Lead cross-functional teams and manage staff workload, prioritize responsibilities, mentor, and coach team members.

Typical Experience and Qualifications:

  • Extensive experience in IT service management and/or project management, including experience in delivery and support of Education applications.
  • Proven strategic skills and business acumen with demonstrated success in leading and executing on projects.
  • Strong communication, stakeholder engagement, and management capabilities.
  • Proven ability to lead and influence without direct authority.
  • Strong problem-solving capabilities with strong motivation to investigate and provide recommended options/solutions to complex problems and technical nuances.
  • Experience working in Agile and DevOps environments and cross-functional teams.
  • Significant experience managing SaaS and COTS platform applications development and quality assurance.
  • Proven service continuity experience, including planning, implementing, and testing strategies and solutions to ensure platform applications can be recovered and restored.

Estimated Salary: $120,000 - $180,000 per annum

In Return:

  • Competitive remuneration.
  • Salary packaging.
  • Parental leave.
  • Flexible work arrangements include a hybrid working model.
  • Wellbeing programs.
  • Professional development opportunities.

CSPD promotes the safety and wellbeing of Aboriginal and Torres Strait Islander children, and children from culturally and/or linguistically diverse backgrounds. We encourage applications from Aboriginal and Torres Strait Islander peoples, as well as people from culturally and/or linguistically diverse backgrounds.

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