IT Service Delivery and Support Manager
1 week ago
We are seeking an experienced IT Service Delivery and Support Manager to join our team at Flourish Australia, a leading community mental health organisation. This is a full-time role based in Sydney Olympic Park with flexible working from home arrangements available.
Job DescriptionThe IT Service Delivery and Support Manager will be responsible for leading a team of IT professionals in delivering exceptional support services. Reporting directly to the General Manager, Digital and Technology, this position ensures the seamless operation of IT services across the organisation, including managing service desk operations, hardware and software support, IT component of onboarding and off-boarding staff, and coordinating IT tasks to office relocations and site connectivity.
This role is essential in aligning IT services with the organisation's strategic goals. The IT Service Delivery and Support Manager will manage the full spectrum of IT support, from initial engagement to issue resolution, while developing and implementing service policies, procedures, and standards.
In this role, you will work closely with the IT Service Desk Delivery team, internal stakeholders, and third-party service providers to resolve complex issues, implement changes, and support the organisation's evolving business needs through secure, scalable IT solutions.
Key Responsibilities- Provide expert technical advice and supervision to Service Desk Officers, assisting in the resolution of technical problems and ensuring appropriate standards are maintained.
- Serve as a role model by delivering outstanding customer service and effectively troubleshooting issues raised in service tickets.
- Monitor and manage service desk tickets and call queues in line with agreed Service Level Agreements (SLAs) and organisational needs.
- Develop and prepare regular reporting on service desk SLAs, isolating problem trends and ensuring troubleshooting efforts continue until permanent solutions are found.
- Devise strategies for team improvement, engage in performance management, and motivate team members.
- Provide phone and remote support to users, resolving routine problems and liaising with external vendors as needed.
- Lead day-to-day IT operations, serve as the single point of contact for major IT incidents, manage IT change reviews and approvals, and oversee disaster recovery and business continuity planning.
- Relevant degree in Information Technology is required.
- At least 3 years experience in an IT Service Delivery Manager role.
- Certification in ITIL or project management.
- Proven experience leading IT Operations, customer-oriented IT Service Delivery, and Support for critical technology platforms, particularly in Cloud and End User Compute environments.
- Proven track record of managing outsourced service capabilities and leading high-performing teams focused on customer service.
- Demonstrated experience in implementing IT Service Management (ITSM) processes, tools, and Service Level Agreements (SLAs).
- Expertise in change management, incident management, successful project delivery, and continuous improvement processes.
- Demonstrated experience with conflict recognition and resolution skills, with excellent coordination and negotiation abilities.
- Proven experience in vendor management with strong organisational, negotiation, and interpersonal skills.
- A competitive salary package commensurate with experience and skills, estimated to be around $130,000 per annum.
- Tax-Free Salary Packaging available up to $15,900.
- Exclusive Fleet pricing discounts with our preferred automotive supplier.
- Opportunities for professional development and training such as Mental Health First Aid, ASIST and relevant training (where applicable).
- Family-friendly and flexible working conditions (work from home arrangements available).
- Regular supervision (reflective practice), ongoing 1:1 mentoring, strong team support and a comprehensive induction program.
- Comprehensive infrastructure including a laptop and other resources for work purposes.
- Generous leave provisions including 17.5% leave loading + 2 additional days of personal leave + extra day paid leave over Christmas/New Year + paid parental leave.
- Employee Assistance Program for confidential wellbeing support.
- Inclusive initiatives such as our Rainbow Network and YarnUp for Aboriginal and Torres Strait islander staff.
- Employee discounts at 400+ popular retailers (Woolworths, Expedia, Myer, Kmart etc).
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