Service Delivery and Operations Manager
3 weeks ago
We are seeking an experienced Service Delivery and Operations Manager to join our team at Yourtown.
As a key member of our IT department, you will be responsible for managing the day-to-day operations of the Service Desk team and establishing a robust service management practice that ensures the effective delivery of technology services.
Key Responsibilities- Lead, mentor, and develop our team of Service Desk Analysts, ensuring they have the skills, tools, and motivation to exceed objectives.
- Drive the adoption and continuous improvement of ITIL processes, including incident management, problem management, change management, and service request fulfillment.
- Establish and maintain Service Level Agreements and performance metrics in collaboration with our business units.
- Forge and nurture strong relationships with key business stakeholders to understand their business plans and IT requirements.
- Generate, analyze, and report on service delivery metrics to identify trends, areas for improvement, and recommendations for prioritization with cross-functional technology teams.
- Act as a liaison between various business units and ID&T, ensuring that IT services work in harmony with business needs.
- Proven experience in IT service delivery management with a minimum of 5 years in a leadership role.
- Excellent communication skills, including verbal and written communication.
- Information Technology Infrastructure Library (ITIL) certified is preferred.
- Demonstrated ability to lead, motivate, and coach a team of IT professionals to achieve KPIs and SLAs.
- Service Now experience, including reporting and analytics design, coupled with Service Now configuration experience.
- Strong reporting skills and experience in writing executive-level communications and reporting.
- Strong analytical skills to aid in making data-driven decisions.
Yourtown is a trusted provider of services for young people, focusing on mental health and wellbeing, long-term unemployment, prevention of youth suicide, child protection, and support for those experiencing domestic and family violence.
Our organization is dedicated to providing services that protect and keep children, young people, and adults at risk free from harm.
We believe in the power of young people and are committed to providing opportunities for their growth and development.
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