Service Delivery Expert

4 days ago

Sydney, New South Wales, Australia beBeeDelivery Full time $120,000 - $180,000

Job Summary:

We are seeking an experienced Service Delivery Expert to manage the end-to-end service delivery of IT services across Australia and Manila.

The successful candidate will be responsible for partnering with other technology functions and line-of-business leaders to deliver service management support using the ITIL methodology framework and in an agile technology environment.

Key Responsibilities:

  • Accountable for providing Incident, Problem, Change, Service Request and Knowledge management along with Disaster Recovery for all of Australia and Manila
  • Manage the delivery of IT services and ensure that they meet the business requirements and are delivered on time, within budget, and to the expected quality
  • Build and maintain strong relationships with stakeholders and ensure that service delivery meets or exceeds their expectations
  • Provide leadership and direction to the service delivery team, ensuring that they are motivated and aligned with the business goals and objectives
  • Develop and implement service delivery strategies, policies, and procedures that align with the company's goals and objectives
  • Monitor and report on service delivery performance, including SLAs, KPIs, and other metrics, and take corrective action as necessary
  • Drive continuous improvement in service delivery by identifying opportunities for improvement and implementing changes to enhance the quality and efficiency of service delivery

Requirements:

  • Minimum of 5 years in financial services or a similar industry
  • Advanced knowledge and experience in ITIL processes, specifically in Incidents, Problems, and Change
  • Experience managing major incidents, conducting root cause analysis, and working under pressure
  • Proven track record of continual service improvement, achieving service agreements, and maintaining a risk mindset (including policy, standards, and processes)
  • Deep understanding and empathy for working with a broad range of business stakeholders and staff to understand their challenges and deliver business outcomes
  • Knowledge of new and emerging technologies
  • Ability to influence business outcomes through first-class written and verbal communication skills
  • Experience working in an ITIL operating model and ability to describe the value it creates for customers
  • Strong stakeholder management skills

Benefits:

  • Permanent role with a generous salary and work benefits
  • Flexible working from home conditions

Preferred Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field
  • Certification in ITIL Foundation or higher level
  • Proven track record of delivering high-quality results in a fast-paced environment

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