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Service Management Lead

2 months ago

Sydney, New South Wales, Australia Legal Aid NSW Full time

Position Overview:

We are looking for a dedicated and experienced ICT Service Manager to oversee our IT service management operations. This role is crucial in ensuring the effective functioning of our IT service desk and maintaining high standards of customer service.

Key Responsibilities:

  • Manage the IT service desk, ensuring compliance with service level agreements (SLAs).
  • Provide comprehensive business administration support to enhance operational efficiency.
  • Monitor and report on SLA performance to ensure service excellence.
  • Facilitate ongoing learning and development opportunities for team members.
  • Implement strategies for continuous service improvement and operational excellence.

What We Offer:

  • Full-time employment with a 35-hour work week.
  • Attractive annual salary ranging from $136,220 to $157,539, plus 10.5% superannuation.
  • Flexible working arrangements to support work-life balance.
  • One 'Agreed Absence' leave day per month to acknowledge your commitment.
  • Access to public transport and parking facilities.

Candidate Profile:

The ideal candidate will possess a strong blend of technical skills, leadership capabilities, and business insight. A proven track record in IT service management, along with a thorough understanding of ITIL processes, is essential for success in this role.

Application Process:

Interested candidates should prepare a cover letter addressing the essential requirements of the role, a resume with two current referees, and responses to two targeted questions regarding incident management and continuous service improvement initiatives.

Diversity and Inclusion:

We value a diverse and inclusive workplace and actively promote the employment of individuals from various backgrounds.

Vacancy Reference: R23/207