
IT Service Delivery Expert
4 days ago
We are seeking a highly experienced IT Operations Manager to join our team in Brisbane.
Key Responsibilities:
- Manage day-to-day operations and staff of the service desk through an IT Service Management tool.
- Drive innovation and lead process improvement initiatives.
- Improve documentation, how-to guides, and ensure the team adopts this way of working.
- Act as an escalation point for the team and business for high-priority incidents.
- Collaborate on implementing process improvements for service delivery.
- Produce and maintain service management processes through business analysis, toolset, and documentation alignment.
- Analyse monthly service metrics and identify service improvement initiatives.
- Identify trends and advise the Head of IT Infrastructure on areas for improvement.
Requirements:
- 4+ years of demonstrated Helpdesk Management experience - Level 1 & 2 Analysts.
- 3+ years within ITIL-aligned IT Service Desk / delivery environments.
- Proven experience uplifting service desk teams; coaching, management, motivation, training, upskilling etc.
- Experience improving and maintaining IT Service Management processes, practices, and reporting systems.
- Highly motivated with enjoyment forging strong business relationships.
- Strong focus delivering service to exceed expectations.
- Keen and able to assess understand 'impact' quickly.
- Understand technical outcomes support teams within Microsoft environments.
- Demonstrated technical skills including several of the following: Microsoft infrastructure (Azure AD, Windows Server, Remote Desktop Servers, Intune, Office 365).
About Us:
As a Global Business listed on the Stock Exchange we have a strong track record exciting projects advanced technology innovative collaboration. We offer an amazing benefits package excellent career progression opportunities.
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