IT Service Excellence Lead

2 weeks ago

Melbourne, Victoria, Australia beBeeManager Full time $180,000 - $200,000
Job Overview

This role oversees the delivery of IT services, manages service-level agreements, leads teams and drives operational excellence to ensure high levels of customer satisfaction.

The Opportunity

We seek an experienced IT Service Delivery Manager to join our Government and Defence IT Solutions team. This individual will oversee the efficient delivery of IT services supporting the Defence Theatre Logistics contract.

Duties and Responsibilities
  • Manage end-to-end IT service delivery, ensuring alignment with agreed service levels and frameworks.
  • Act as primary liaison between IT, stakeholders and customers to understand needs and manage expectations.
  • Lead and develop a high-performing support team, fostering a culture of continuous improvement and customer service excellence.
  • Monitor and report on service performance, including KPIs and SLAs, and drive improvements through regular service reviews.
  • Identify and implement process improvements, focusing on automation, standardization and efficiency.
  • Oversee vendor relationships, ensuring service levels are met and managing contracts and performance evaluations.
About You
  • Bachelor's degree in IT, Computer Science or a related field, with extensive experience in IT service delivery or operations.
  • Strong knowledge of ITIL framework; certification is preferred.
  • Proficiency in ITSM tools such as ServiceNow.
  • Experience managing global or multi-location service delivery environments.
  • Project management certifications are highly regarded.
  • SAP ERP experience and Baseline security clearance are advantageous.
About Our Company

We value diversity, inclusivity and authenticity in our workplace. We encourage individuals with similar skills to apply.

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