Service Delivery Manager

4 weeks ago

North Sydney Council, Australia Pepper Financial Services Group Full time

The Role

The Service Delivery Manager partners with technology functions and line-of-business leaders to deliver service management support using the ITIL methodology framework in an agile technology environment. This role is accountable for providing incident, problem, change, service request, and knowledge management, as well as Disaster Recovery for Pepper Australia and Manila.

Key Responsibilities

  • Develop and implement incident management strategies to restore normal service operation as quickly as possible and minimize the adverse effect on business operations.
  • Establish and maintain change management processes to ensure standardized methods and procedures are used for efficient handling of all changes.
  • Lead problem management efforts to resolve the root causes of incidents and prevent recurrence.
  • Fulfill service requests, which often involve minor changes or requests for information.
  • Implement ITIL Knowledge Management to gather, analyze, store, and share knowledge and information within the organization.

About You

  • You have a proven ability to gather knowledge and report on insights from incidents and the review process to prevent and minimize risk.
  • You understand how to positively engage with stakeholders and use your experience to challenge the norms.
  • You have experience dealing with internal and external audit teams and an understanding of the controls in place.
  • You can identify ways to improve current processes and systems.

Our Benefits

We're committed to making Pepper a great place to work and supporting you. We offer a values-based and diverse environment, a leadership team that supports and inspires you to strive for success, and a culture that rewards and recognizes strong performance and potential. Our benefits include:

  • We believe in a life outside of work and offer a hybrid working model.
  • We recognize each other's efforts through our Spice Rewards Program.
  • We offer access to a free gym membership with our partners.
  • We have a referral bonus program for referring your network to the business.
  • We provide parental leave entitlements that offer options and flexibility.
  • We offer purchased leave, 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 the power of 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.

If this role sounds like it's for you, we want to hear from you.

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