Senior IT Service Delivery Manager

6 days ago

Sydney, New South Wales, Australia beBeeManager Full time $120,000 - $140,000

Job Summary:

Servicing IT Requirements

We are seeking an experienced Senior IT Service Delivery Manager to lead the delivery of our IT services. This is a permanent, full-time opportunity to develop and implement effective service management strategies across the business.

In this role, you will play a crucial part in ensuring efficient and proactive management and resolution of tickets in line with SLAs. You will oversee the Level 1 and Level 2 IT Support Teams, providing coaching, mentoring, and development opportunities for team members located on and offshore.

Your key responsibilities will include:

  • Leading the delivery of Level 1 and Level 2 support services, adhering to SLAs and KPIs
  • Coaching, mentoring, and developing team members to achieve high levels of service quality
  • Ensuring alignment of ITIL processes across support teams with business requirements and technical capabilities
  • Driving proactive engagement by all relevant Digital & Technology resolver groups to identify root causes, fixes or workarounds for recurring issues
  • Collaborating with stakeholders to implement ongoing continuous improvement initiatives that align with business strategy

To be successful in this role, you will require:

  • A minimum of 7 years' technical experience in IT Support and Delivery
  • A minimum of 5 years' experience in people or change management
  • The ability to engage stakeholders and lead people through change
  • Experience in major incident response and coordinating resolutions

You should have proven experience in ITIL Framework, Modern Service Management Principles, and Agile delivery models. A clear understanding of Cyber Security from an Identity & Access management Perspective, Data Security, and how to respond to Security incidents is also essential.

We offer a dynamic and challenging environment where you can make a real difference to our business. If you are a motivated and results-driven individual looking for a new challenge, please submit your application.

About Us:

This job description has been created to provide a summary of the main duties and responsibilities of the position. However, it is not exhaustive and you may be required to perform other tasks as necessary.

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