Service Delivery Manager

1 week ago

North Sydney Council, Australia Pepper Financial Services Group Full time

About the Role

The Service Delivery Manager is a key position within Pepper Financial Services Group, responsible for delivering exceptional service management support using the ITIL methodology framework. This role partners with technology functions and line-of-business leaders to ensure seamless service delivery, minimizing disruptions and maximizing efficiency.

Key Responsibilities

  • Develop and implement service management strategies to align with business objectives.
  • Lead incident management efforts to restore normal service operation and minimize business impact.
  • Oversee change management processes to ensure standardized methods and procedures are used.
  • Drive problem management to resolve root causes of incidents and prevent recurrence.
  • Manage request fulfillment to meet service requests and provide information.
  • Implement ITIL Knowledge Management to gather, analyze, store, and share knowledge within the organization.

About You

We're seeking a highly skilled and experienced Service Delivery Manager who can:

  • Demonstrate expertise in gathering knowledge and reporting insights from incidents to prevent and minimize risk.
  • Effectively engage with stakeholders and challenge norms to drive improvement.
  • Have experience dealing with internal and external audit teams, understanding controls in place.
  • Identify opportunities to improve current processes and systems.

Our Benefits

We offer a values-based and diverse work environment, a leadership team that supports and inspires, and a culture that rewards strong performance and potential. Our benefits include:

  • A hybrid working model for work-life balance.
  • A Spice Rewards Program to recognize and reward employees.
  • Access to a free gym membership with our partners.
  • A referral bonus program.
  • Parental leave entitlements and purchased leave options.
  • Novated leasing, staff loan rates, and more.

Our Core Values

We're guided by three core values:

Can Do - We think outside the box and leverage teamwork to deliver.

Balance - We set our customers up for success, producing win-win outcomes that are both human and profitable.

Real - We respect people and keep it honest.

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