Technical Service Delivery Lead

2 weeks ago

Rhodes, New South Wales, Australia Unisys Full time

Job Summary:

The Technical Service Delivery Lead will be responsible for leading the technical service delivery team in managing Modern device management and Seamless collaboration. The ideal candidate will have hands-on experience with software deployment and patch rollout via systems management tools like Config Mgr., Intune, etc.

Key Responsibilities:

  • Manage a team of 20 or more members to ensure compliance and delivery of technical services.
  • Assess, plan, and upgrade systems management tools to ensure they are evergreen and new features are explored.
  • Drive Evergreen process to keep the estate up to date.
  • Drive technology Roadmap for client estate and future state of operations.
  • Drive client satisfaction using continuous service improvements in technology and process.
  • Period reporting of SLA/KPIs and monthly service performance review with customers.
  • Escalation management.
  • Engage with clients on business needs and build necessary IT solutions/improvements/scope extension.
  • Represent End-user computing & workspace teams in client/external audits.
  • Develop the Standard processes for Incident and change management as to be followed in operations for End-user computing group and adherence to ITIL guidelines.
  • Define, measure, and report productivity and quality KPIs (and related KPI goals), for the team as well as the mechanism to track them.
  • Identify cost optimization opportunities via automation and drive efficiency.

Requirements:

  • NV1 Security Clearance is required.
  • Must be an Australian Citizen.
  • Strong understanding of ITIL, specific to Change & Release management.
  • Experience in managing large-scale transition projects.
  • Ability and willingness to take direction from team Lead, SDM, and Client Executives.
  • Able to adapt to a changing technical environment.
  • Ability to coach other members of team in their area of expertise.
  • Ability to communicate clearly with all team members and end-users.
  • Customer-facing presentation and consulting skills.
  • Strong knowledge of Microsoft PowerShell.

Certifications:

  • ITIL Foundation (optional),
  • Any Microsoft 365 certifications are preferred.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status, or any other category protected by law.

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