IT Service Delivery Manager

4 days ago

Canberra, ACT, Australia beBeeService Full time $130,000 - $170,000

Job Title: IT Service Delivery Manager

Service Management Overview

This role oversees and administers ITIL based service support, managing service delivery through processes including incident, major incident, problem, request and change management. The goal is to improve overall service quality.

As an IT Service Delivery Manager, you will lead a virtual team, define and coordinate day-to-day responsibilities for Internal Support and Strategic Partners.

Key Responsibilities:
  • Ensure effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and clients.
  • Compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness.
  • Establish and lead a continuous service improvement program for in-scope processes and supplier services.
  • Maintain account profiles and standard in-scope documentation to include account specific requirements.
  • Train and mentor functional teams.
  • Perform periodic audits/spot checks to determine accuracy of data provided and if it complies with in-scope client ITIL process(es) and policies.
Requirements

You will be successful in this role if you have a BA/BS degree and 6-8 years' relevant experience or equivalent combination of education and experience. Additionally, excellent written and verbal communication skills are required, along with comprehensive knowledge of ITIL V3/V4 processes and principles.

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