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Advanced IT Service Delivery Professional

3 weeks ago

Sydney, New South Wales, Australia beBeeService Full time $100,000 - $150,000
Job Opportunity

We are seeking a seasoned IT professional to fill the role of IT Service Delivery Manager, responsible for ensuring seamless operation and continuous improvement of our organization's technology services.

This key position requires an expert in IT Service Management with a proven track record of implementing and managing ITIL processes. The successful candidate will be responsible for overseeing incident, problem, and change management across our environment in partnership with the Service Delivery Manager (SDM).

The ideal candidate will possess excellent knowledge of ITSM tools, frameworks, and best practices. A bachelor's degree in Information Technology, Computer Science, or a related field is required, while a master's degree or relevant certifications are highly desirable.

  • Key Responsibilities:
  • Establish and operationalize a consistent Incident and Problem Management process across the organization.
  • Implement, embed, and provide ongoing support of the Incident and Problem Process and Procedures to ensure uplift leading to an adoption of ITIL best practices.
  • Oversee and manage Incident, Problem, and Change across the environment in partnership with the Service Delivery Manager (SDM).
  • Ensure the seamless operation, continuous improvement, and strategic alignment of business technology services with broader organizational goals.
  • Drive prompt service restoration, effective crisis management, SLA adherence, and structured incident response.
  • Reduce incident recurrence, enhance IT Service quality and reliability, cost reduction, knowledge and learning, risk mitigation, and continuous service improvement.
Requirements:
  • Essential Skills:
  • Expert knowledge of ITSM tools JIRA Service Management (JSM) and frameworks.
  • Incident & Problem Management Expertise: 5+ years defining and driving incident and problem management processes.
  • ITIL 4 Foundation certification.
  • Global Best Practice in IT Major Incident Management (MIM).
  • Root Cause Analysis (RCA) Certifications.