Service Delivery Professional

3 days ago

Melbourne, Victoria, Australia beBeeService Full time $95,000 - $135,000

We are seeking an exceptional Service Delivery Professional to join our organization.

This role will oversee the delivery of high-quality services to customers and end-users, ensuring service support and delivery processes meet business needs. As a stakeholder-facing position, it requires establishing and managing expectations within the business and driving the service delivery team to achieve those expectations to a high standard.

Key Responsibilities:

- Maintain high-performing service support functions.

- Owner of Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.

- Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed.

- Accountable for the development and maintenance of Service Level Agreements (SLAs) in consultation with business units to establish incident & problem resolution expectations and timeframes to meet business objectives.

- Responsible for the development and implementation of action plans to address service/s underperformance.

- Champion Service and Support in projects and develop a strong understanding of projects impacting your service area and ensure service impact is minimized and agreed.

- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

- Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.

- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.

- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.

- Provide regular and accurate management reporting on Service performance.

Requirements:

- Tertiary qualifications in IT or related field.

- 3-5 years IT Industry experience with 2-3 years' experience in a similar role preferably within the ITS industry.

- Experience in IT Service Delivery Management of multiple, outsourced service providers.

- Experience in full life cycle IT Project Management.

- Previous experience as a Team Lead or demonstrable experience in leading virtual teams.

- Experience of managing 3rd parties and 3rd party delivered services.

- A passion for Service Improvement.

- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures, and related disciplines.

- ITIL Certificate.

Benefits:

- Opportunity to work with experienced professionals

- Chance to grow professionally and personally

Others:

- Please note that we are looking for a candidate who can start immediately

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