IT Service Delivery Manager
2 months ago
The IT Service and Project Delivery Manager is a critical position at KBR, responsible for establishing and managing service level agreements for Defence services, systems, and applications.
Key Responsibilities- Develop and maintain relationships with key stakeholders across KBR supported environments, understanding customer IT service requirements and ensuring delivery meets or exceeds expectations.
- Define, implement, and monitor IT service delivery processes and procedures based on ITIL or other relevant frameworks to maintain service quality and compliance.
- Manage a team responsible for delivering IT services, ensuring high performance, motivation, and professional development.
- Assist with the creation of project plans with agreed milestones, scope, and budget.
- Recognise and mitigate risks and issues within the project, including task dependencies.
- Liaise with strategy and delivery teams to determine solution execution and implementation approaches, risks, and mitigations.
- Identify opportunities for process enhancements and efficiencies, leveraging lessons learned for future initiatives.
- Provide updates to stakeholders on solution/product development processes, costs, and budgets.
- Assess the business impact of technical and policy choices when making recommendations.
- Draft and contribute to all Commonwealth required document deliverables such as Support Services Management Plan, Performance Measurement Reports, and the Program Execution Plan.
- Monitor service metrics and System Health Indicators and/or Service Level Agreement to track performance, analyse trends, and implement improvements to enhance service delivery.
- Act as a point of escalation for critical incidents or service delivery issues, overseeing resolution and communicating effectively with stakeholders.
- Proven experience in IT service delivery management, preferably in a similar role, with a strong understanding of ITIL or other service management frameworks.
- Excellent leadership and people management skills, with the ability to motivate and lead a team effectively.
- Strong analytical skills with the ability to interpret data, identify trends, and implement improvements.
- Experience in project forecasting, financials, and governance.
- Effective communication and stakeholder management skills, both verbal and written.
- Experience in managing vendor relationships and contracts.
- Strong leadership and team management abilities, with experience in guiding multidisciplinary teams toward common goals.
- ITIL Foundation certification or higher is preferred.
- NV1 Security clearance (with the ability to upgrade to NV2 if required).
- A workplace culture certified as a Great Place To Work.
- Flexible working.
- Competitive salary (including annual reviews).
- Paid parental leave.
- Income protection.
- Corporate rewards.
- Salary packaging/Novated leasing.
- Employee stock purchase plans.
- Flu shots, skin checks, and discounted private health insurance.
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