Service Delivery Excellence Specialist

1 day ago

Perth, Western Australia beBeeProcess Full time $100,000 - $120,000
IT Service Management (ITSM) Process Excellence Specialist

This is an exciting opportunity to work with a talented team of professionals in ensuring seamless interactions among various IT service management processes, including incident, problem, knowledge, system change configuration, and more.

We are seeking a highly skilled professional with expertise in process management and optimization who is passionate about driving continuous improvement and possesses the technical know-how to execute operational execution of RAC's problem management processes.

  • Manage the interaction of ITSM processes, such as knowledge, problem, system change configuration, and incident management
  • Enable the operational execution of RAC's problem management processes
  • Review major incidents/problems in accordance with agreed incident management processes through active process management
  • Understand RAC end-user computing and ICT service operations demands
  • Ensure ICT operating processes and RAC ICT asset knowledge are up-to-date by coordinating RAC ICT assets knowledge base processes within our team
  • Sustain service delivery process improvement and execution
  • Support incident management and service transition planning
  • Review post-incident impact analysis and incident resolution
  • Drive continuous improvement in service delivery procedures and processes
  • Provide problem management support and guidance to the business
  • Maintain an up-to-date RAC ICT service catalogue and Knowledge base
  • Change and RAC ICT system configuration management
  • Coach and advise our team
  • Escalation and prioritization of service delivery activities
  • Problem resolution and escalation
  • Change and service request backlog management

Requirements:

  • Proven experience in IT service management, with a focus on process management and optimization
  • Strong understanding of ITSM frameworks, such as ITIL
  • Technical proficiency in incident, problem, and change management processes
  • Excellent analytical and problem-solving abilities
  • Strong communication and interpersonal skills
  • Ability to collaborate effectively with cross-functional teams
  • Attention to detail and ability to work in a fast-paced environment
  • ITIL certification is highly desirable

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