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Chief Service Delivery Officer
2 weeks ago
We are seeking a seasoned professional to spearhead our IT Service Management (ITSM) efforts, driving the delivery of consistent, high-quality services to customers. The primary objective is to ensure that our IT service capabilities align with customer expectations and meet organisational standards.
Key Responsibilities- Lead and develop chapter members, fostering a culture of collaboration and innovation.
- Define and oversee the execution of the Service Quality roadmap, objectives, and priorities, ensuring seamless alignment across organisational functions.
- Lead ITSM Practice Maturity: Define, monitor, measure, and continuously improve the maturity of in-scope practices, leveraging industry best practices and research.
- Governance: Ensure effective oversight and governance of ITSM practices, guaranteeing compliance with organisational policies, regulatory standards, and continual improvement objectives.
- Practice documentation: Maintain up-to-date policy, process, and procedural documentation for each ITSM practice in scope, facilitating informed decision-making and smooth process execution.
- Enablement through Training and Knowledge: Provide access to relevant training materials and knowledge resources, empowering staff to execute processes effectively and efficiently.
- ITSM Toolset Design and Adoption: Manage the functional design and optimisation of the ITSM toolset, promoting its adoption across relevant stakeholders and streamlining business operations.
- Process Support and Advisory: Offer expert advice and guidance on complex process-related queries, driving process excellence and consistency.
- Performance Monitoring and Reporting: Develop and report on process health metrics, using insights to identify areas for improvement and drive targeted enhancements.
- Stakeholder Feedback and Process Effectiveness: Proactively seek and incorporate stakeholder feedback to assess and enhance the effectiveness and usability of ITSM processes.
- Industry-standard frameworks/data & analytics, quality metrics, and key performance indicators.
- ITIL framework certification (desired), demonstrating expertise in IT Service Management methodologies and best practices.
- Strong understanding of IT Service Management (ITSM) principles, including Continuous Improvement and relationships between ITSM practices.
- Effective communication and interpersonal skills, enabling successful collaboration with diverse stakeholders.
- Leadership skills, including people management and development, driving team success and organisational growth.
- Ability to negotiate, prioritise, and execute tasks under tight deadlines, navigating complex global environments.
We operate globally, producing essential minerals and materials needed for sustainable energy transition, community development, and economic prosperity.
