Service Delivery Manager

4 weeks ago

Sydney, New South Wales, Australia Tal Services Limited Full time

Job Title: Service Delivery Manager

Company: Tal Services Limited

Job Summary:

We are seeking a highly skilled Service Delivery Manager to oversee the delivery and support of IT services to ensure high performance, reliability, and alignment with the business needs in our life insurance business.

Key Responsibilities:

  1. Service Delivery Management:
  • Oversee the end-to-end delivery of IT services to ensure they meet the required standards and SLAs.
  • Implement and manage processes for incident, problem, and change management.
  • Ensure high availability and performance of our applications.
Stakeholder Engagement:
  • Act as the primary point of contact for business stakeholders, ensuring their needs and expectations are met.
  • Facilitate regular communication and updates to stakeholders on service performance and improvement initiatives.
Incident and Problem Management:
  • Oversee the resolution of major incidents, ensuring timely communication and resolution.
  • Conduct root cause analysis for recurring issues and implement preventative measures.
Service Improvement:
  • Identify opportunities for process improvements and implement best practices to enhance service delivery.
  • Monitor and analyze service performance metrics, reporting on key performance indicators (KPIs).
Compliance and Risk Management:
  • Ensure all IT services comply with relevant industry regulations and internal policies.
  • Manage risks associated with IT service delivery, developing mitigation strategies as needed.
Vendor Management:
  • Manage relationships with external service providers, ensuring they meet contractual obligations.

Qualifications:

  • Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience:
    • 5 years of experience in IT service delivery management, preferably in the life insurance or financial services industry.
    • Proven experience in managing IT service teams and working with stakeholders at various levels.
  • Skills:
    • Strong understanding of ITIL or similar service management frameworks.
    • Strong understanding of DevOps and SRE principles.
    • Excellent communication and interpersonal skills.
    • Ability to manage multiple priorities and work under pressure.
    • Strong analytical and problem-solving skills.
    • Knowledge of life insurance industry regulations and compliance requirements.

Preferred Qualifications:

  • Experience with cloud computing and digital transformation initiatives.
  • Familiarity with cybersecurity principles and practices.

Personal Attributes:

  • Strong leadership skills.
  • High level of integrity and professionalism.
  • Customer-focused mindset.
  • Proactive and innovative approach to service delivery.
  • Positive and can-do mindset.

Additional Information:

We value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don't check every box in the criteria above, we encourage you to apply today or get in touch with us here.

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

Tal Services Limited is recognised by the Workplace Gender Equality Agency as an Employer of Choice. We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

Everyone at Tal Services Limited has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone's responsibility.

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