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IT Service Delivery Manager

2 months ago

Sydney, New South Wales, Australia Northbridge Recruitment Full time

IT Service Delivery Manager

This role will have a major focus on managing external vendors and IT service providers. You will be responsible for operational management and day-to-day management of IT Services.

You will be responsible for tracking of tickets and managing SLAs.

You will be running small improvement initiatives to ensure vendors are delivering to those initiatives, running monthly governance with suppliers.

You will ensure quality standards, maintain SLAs and KPIs, as you lead and co-ordinate external service providers on projects.

You will require expert ITIL Knowledge & Experience in Incident Management, Problem Management, Change Management, Release Management and Continuous Improvement.

You will maintain the IT Service Catalogue, creating/managing processes, policies and procedures.

You will be responsible for ensuring defined processes that are well documented.

This role will have a strong preference towards an IT Service Delivery Manager experienced on the customer side - Not the service provider side.

Key Responsibilities:

  • Manage external vendors and IT service providers
  • Operational management and day-to-day management of IT Services
  • Tracking of tickets and managing SLAs
  • Running small improvement initiatives
  • Monthly governance with suppliers
  • Maintaining quality standards and SLAs
  • Leading and co-ordinating external service providers on projects
  • Expert ITIL Knowledge & Experience

Requirements:

  • 5-10 years IT Service Delivery Management Exp
  • Customer Side IT Service Delivery Experience (Essential)
  • Extensive Experience Managing External Vendors and IT Service Providers
  • Proven experience creating/ensuring defined processes that are well documented
  • Proven Experience Managing Processes and Resolving Issues
  • Able to ensure defined processes that are well documented
  • Experience running monthly Governance with External Suppliers
  • Experience ensuring Quality Standards
  • Experience in leading & co-ordinating External Service Providers on Projects
  • ITIL Expert - Incident, Problem, Change, Release Management
  • Excellent communication skills, able to communicate to non-technical audience and engage with internal/external stakeholders confidently