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IT Regional Service Delivery Manager

1 month ago

Melbourne, Victoria, Australia Michael Page Full time

**About Our Client**

A well-established international brand with a strong presence across the region, offering exciting opportunities for career growth and development.

The Role

We are seeking an experienced IT Regional Service Delivery Manager to join our team in Michael Page. As a key member of our IT department, you will be responsible for overseeing the efficient delivery of IT services at a regional level.

Key Responsibilities:

  • Servicing SLAs: Ensure high levels of client satisfaction and cost efficiency by delivering IT services that meet or exceed agreed service levels.
  • Critical Incident Management: Prioritize and manage the resolution of critical incidents as the primary point of contact, monitoring L1 service performance and addressing any escalated problems.
  • External Support Management: Manage external onsite support for IT asset management and ensure the execution of ITS maintenance activities across the region.
  • End User Device Enrollment: Oversee updates for End User Device enrollment using SSCM and ensure the health of IT infrastructure (e.g., CISCO devices, VMware).
  • Procurement Activities: Participate in procurement activities with third-party vendors and contribute to IT asset purchasing, maintenance planning, and other ad-hoc projects at the request of leadership.
  • Process Improvement Initiatives: Take ownership of process improvement initiatives, including scheduling regular review sessions to identify new opportunities and develop implementation plans to achieve these goals.

Requirements

  • Education: Bachelor's degree in IT, computer science, or a related field.
  • Experience: Minimum 10 years of relevant experience in a similar role, with a background in IT including incident management, vendor management, and service performance monitoring.
  • Knowledge and Skills: In-depth knowledge of ITIL practices, solid understanding of incident management, escalation procedures, and service delivery disciplines such as Help Desk support, Desktop Support, Network & Server Maintenance. Hands-on experience with Windows OS, SSCM, Active Directory, CISCO devices, and VMware.
  • Communication Skills: Excellent communication, interpersonal, and presentation skills with a demonstrable track record of relationship building with key internal and external stakeholders at all levels.

What We Offer

  • Attractive Salary**: An estimated annual salary of $120,000-$150,000, tax-free.
  • Exposure to Key Stakeholders: Exposure to senior leadership and key stakeholders, providing opportunities for career growth and development.