IT Service Delivery and Operations Manager

2 weeks ago

Sydney Olympic Park, New South Wales, Australia flourish Australia Full time
About the Opportunity

We are seeking a highly skilled IT Service Delivery and Operations Manager to lead our Support Hub team at Sydney Olympic Park.

Job Description

The successful candidate will be responsible for overseeing the seamless operation of IT services across our organisation, including managing service desk operations, hardware and software support, IT component of onboarding and off-boarding staff, and coordinating IT tasks to office relocations and site connectivity.

This role is critical in aligning IT services with our organisation's strategic goals, ensuring the delivery of exceptional support services to our staff.

Key Responsibilities
  • Provide expert technical advice and supervision to Service Desk Officers, assisting in the resolution of technical problems and ensuring appropriate standards are maintained.
  • Serve as a role model by delivering outstanding customer service and effectively troubleshooting issues raised in service tickets.
  • Monitor and manage service desk tickets and call queues in line with agreed Service Level Agreements (SLAs) and organisational needs.
  • Develop and prepare regular reporting on service desk SLAs, isolating problem trends and ensuring troubleshooting efforts continue until permanent solutions are found.
  • Devise strategies for team improvement, engage in performance management, and motivate team members.
  • Provide phone and remote support to users, resolving routine problems and liaising with external vendors as needed.
  • Lead day-to-day IT operations, serve as the single point of contact for major IT incidents, manage IT change reviews and approvals, and oversee disaster recovery and business continuity planning.
Required Skills and Qualifications
  1. A relevant degree in Information Technology or related field.
  2. At least 3 years experience in an IT Service Delivery Manager role.
  3. Certification in ITIL or project management.
  4. Proven experience leading IT Operations, customer-oriented IT Service Delivery, and Support for critical technology platforms, particularly in Cloud and End User Compute environments.
  5. Proven track record of managing outsourced service capabilities and leading high-performing teams focused on customer service.
  6. Demonstrated experience in implementing IT Service Management (ITSM) processes, tools, and Service Level Agreements (SLAs).
  7. Expertise in change management, incident management, successful project delivery, and continuous improvement processes.
  8. Demonstrated experience with conflict recognition and resolution skills, with excellent coordination and negotiation abilities.
  9. Proven experience in vendor management with strong organisational, negotiation, and interpersonal skills.
About Us

We are Flourish Australia, one of Australia's most experienced community mental health organisations. Our purpose is to support people to flourish, believe in their futures, and become contributing members of the community.

We offer a comprehensive and highly personalised approach to mental health services, tailored to meet the unique needs of each individual.

Benefits
  • An attractive salary package commensurate with experience and skills ($110,000 - $140,000 per annum).
  • Tax-Free Salary Packaging available up to $15,900.
  • Exclusive Fleet pricing discounts with our preferred automotive supplier.
  • Opportunities for professional development and training such as Mental Health First Aid, ASIST, and relevant training (where applicable).
  • Family-friendly and flexible working conditions (work from home arrangements available).
  • Regular supervision (reflective practice), ongoing 1:1 mentoring, strong team support, and a comprehensive induction program.
  • Comprehensive infrastructure including a laptop and other resources for work purposes.
  • Generous leave provisions including 17.5% leave loading + 2 additional days of personal leave + extra day paid leave over Christmas/New Year + paid parental leave.
  • Employee Assistance Program for confidential wellbeing support.
  • Inclusive initiatives such as our Rainbow Network and YarnUp for Aboriginal and Torres Strait islander staff.
  • Employee discounts at 400+ popular retailers (Woolworths, Expedia, Myer, Kmart etc).

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