Service Excellence Lead

2 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $260,000 - $300,000
Job Overview:

The Service Delivery Manager position is a crucial leadership role within our organization, focusing on driving high-performing teams and fostering strong relationships with stakeholders across IT service management (ITSM) and service integration and management (SIAM) practices.

This role entails leading the delivery of agreed services, ensuring team engagement, growth, and overall wellbeing. The Service Delivery Manager will interpret data and deliver insight-driven decisions, leveraging ServiceNow data to drive decision-making and continuous improvement initiatives.

Responsibilities include overseeing team operating models to ensure alignment with customer needs and business strategy, collaborating across accounts, and staying connected with industry trends to support diversified growth.

  • Key Accountabilities:
  • Providing strategic and operational leadership across services including Incident, Problem, Change, Release, Knowledge, Availability, and Event Management
  • Interpreting and leveraging ServiceNow data to drive informed decisions and insights
  • Managing service performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), identifying opportunities for Continuous Service Improvement (CSI) and innovation
  • Overseeing team operating models to ensure alignment with customer needs and business strategy
  • Collaborating across accounts and staying connected with industry trends to support diversified growth

Requirements and Qualifications:

  • A current Australian Federal Government Security Clearance
  • Strong interpersonal and relationship-building skills, particularly at senior stakeholder level
  • ITIL certification with in-depth knowledge of SIAM and ITSM practices and frameworks
  • Experience using ServiceNow with the ability to derive actionable insights from data
  • A passion for team development, service excellence, and ongoing improvement

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