Service Delivery Manager

8 hours ago

Melbourne, Victoria, Australia Milestone It Full time
Service Delivery Manager

Milestone IT is a premier recruitment agency based in Melbourne, dedicated to connecting exceptional talent with leading organizations.

We are currently partnering with a prominent client in the IT sector seeking a seasoned Service Delivery Manager to oversee the seamless delivery of services to our client's stakeholders.

Key Responsibilities:

  • Develop, implement, and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service delivery meets or exceeds client expectations.
  • Lead negotiations with vendors to establish and maintain strategic partnerships, optimizing service delivery and cost-effectiveness.
  • Drive change management initiatives, ensuring smooth transitions and minimizing disruptions to operations.
  • Oversee asset management activities, including tracking, maintenance, and optimization of IT assets.
  • Manage IT Service Management (ITSM) projects, ensuring alignment with organizational objectives and best practices.
  • Provide leadership and guidance to a diverse team of 6 individuals, consisting of 3 internal team members and 3 external contractors.
  • Monitor service delivery metrics, identify areas for improvement, and implement corrective actions as necessary.
  • Collaborate with cross-functional teams to drive continuous improvement and innovation in service delivery processes.

Qualifications:

  • Bachelor's degree in IT, Business Administration, or related field.
  • Proven experience in a Service Delivery Manager or similar role within the IT industry.
  • Strong understanding of SLAs, KPIs, and their application in service delivery management.
  • Demonstrated expertise in vendor negotiations and contract management.
  • Experience leading change management initiatives, with a focus on minimizing disruptions and maximizing stakeholder engagement.
  • Knowledge of asset management best practices, including asset tracking and optimization.
  • Familiarity with ITSM frameworks and methodologies.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong analytical and problem-solving abilities.

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