IT Service Delivery and Operations Manager

1 week ago

Sydney Olympic Park, New South Wales, Australia flourish Australia Full time

Unlock your career with Flourish Australia

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We are seeking an experienced IT Service Delivery and Operations Manager to join our team at Sydney Olympic Park. As a key member of our Support Hub, you will lead the delivery of exceptional support services, ensuring seamless operation of IT services across the organisation.

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About the Opportunity

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This role is responsible for managing the full spectrum of IT support, from initial engagement to issue resolution. You will develop and implement service policies, procedures, and standards, working closely with the IT Service Desk Delivery team, internal stakeholders, and third-party service providers.

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Key Responsibilities

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  • Provide expert technical advice and supervision to Service Desk Officers, assisting in the resolution of technical problems and ensuring appropriate standards are maintained.">
  • Serve as a role model by delivering outstanding customer service and effectively troubleshooting issues raised in service tickets.">
  • Monitor and manage service desk tickets and call queues in line with agreed Service Level Agreements (SLAs) and organisational needs.">
  • Develop and prepare regular reporting on service desk SLAs, isolating problem trends and ensuring troubleshooting efforts continue until permanent solutions are found.">
  • Devise strategies for team improvement, engage in performance management, and motivate team members.">
  • Provide phone and remote support to users, resolving routine problems and liaising with external vendors as needed.">
  • Lead day-to-day IT operations, serve as the single point of contact for major IT incidents, manage IT change reviews and approvals, and oversee disaster recovery and business continuity planning.">
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Requirements

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To be successful in this role, you will need:

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  1. A relevant degree in Information Technology or equivalent experience.">
  2. At least 3 years' experience in an IT Service Delivery Manager role.">
  3. Certification in ITIL or project management.">
  4. Proven experience leading IT Operations, customer-oriented IT Service Delivery, and Support for critical technology platforms, particularly in Cloud and End User Compute environments.">
  5. Proven track record of managing outsourced service capabilities and leading high-performing teams focused on customer service.">
  6. Demonstrated experience in implementing IT Service Management (ITSM) processes, tools, and Service Level Agreements (SLAs).">
  7. Expertise in change management, incident management, successful project delivery, and continuous improvement processes.">
  8. Demonstrated experience with conflict recognition and resolution skills, with excellent coordination and negotiation abilities.">
  9. Proven experience in vendor management with strong organisational, negotiation, and interpersonal skills.">
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Benefits

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This exciting opportunity offers an attractive salary package commensurate with experience and skills, tax-free salary packaging up to $15,900, exclusive fleet pricing discounts, opportunities for professional development, family-friendly and flexible working conditions, comprehensive infrastructure, generous leave provisions, employee assistance program, inclusive initiatives, and employee discounts at popular retailers.

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About Flourish Australia

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Flourish Australia is one of Australia's most experienced community mental health organisations. Our purpose is to support people to flourish, believe in their futures, and become contributing members of the community. We have a strong commitment to the participation of people with lived experience of mental health issues in our workforce and value diversity.

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How to Apply

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Please attach a copy of your resume and apply online. Applications close when a suitable candidate is found.

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