Service Delivery Director

24 hours ago

Sydney, New South Wales, Australia GFG Alliance Full time

About the Role

The Service Delivery Manager is responsible for overseeing IT service management operations, metrics, and reporting. This role focuses on driving continuous improvements and elevating the maturity of service delivery processes, delivering business value in a cost-effective and timely manner, aligned with the company's needs.

Key Responsibilities

  • Lead operational and end-user technology support to enhance efficiency, aligning information technology with business goals to drive high levels of customer engagement and satisfaction.
  • Own, develop, and evolve all Service Management capabilities, including core ITIL functions such as Incident, Problem, and Change Management, ensuring they meet evolving business needs.
  • Champion and continuously improve ITIL/ITSM processes across the IT organization and business stakeholders, promoting best practices and process alignment.
  • Establish and lead the Change Advisory Board (CAB) based on ITIL framework, facilitating CAB meetings & effective governance and decision-making for IT changes.
  • Perform the role of IT Change Manager, overseeing and managing IT changes to minimize risk and ensure smooth execution.
  • Plan, manage, and test business continuity and disaster recovery plans, ensuring organizational resilience in response to operational disruptions.
  • Drive team performance and cohesion, fostering a culture of productivity, adherence to standards, and excellence in service delivery.
  • Manage and mentor Helpdesk and End-User Computing (EUC) teams, providing guidance, professional development, and continuous coaching to ensure ongoing growth and success.

Requirements

  • Bachelor's degree in IT, Computer Science, or a relevant tertiary discipline.
  • ITIL Certification (v4 minimum) and applied knowledge in IT standards and ITIL methodology.
  • Minimum 8+ years relevant industry experience & 5 years experience in Service Delivery Manager role, overseeing Incident, Problem, Request Fulfillment, Change Request, and Service Levels.
  • Experience in managing systems and service delivery specialists; resource and people leadership and management skills.
  • Experience chairing Change Advisory Board meetings, Workshops, facilitating discussions, and assisting stakeholders in the role of Change Manager.
  • Demonstrated experience in planning and supporting the implementation of Change Management process utilizing the ITIL framework.
  • Experience in evaluating, engaging, negotiating with, and managing vendor partners.
  • Significant experience establishing and managing service levels and ensuring contractual compliance to service level agreements.
  • Experience in service metric measurement and reporting.
  • Demonstrable experience in influencing conflict resolution.
  • Problem determination (experience in root cause analysis) & problem resolution skills.
  • Experience with ITSM tool Freshservice is highly desirable.

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