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IT Service Management Specialist

2 weeks ago

Brisbane, Queensland, Australia CyberCX Full time

We're looking for a skilled Service Delivery Manager to join our team at CyberCX. As a key member of our service delivery team, you will play a critical role in ensuring that our services are delivered in accordance with defined governance frameworks and customer contract obligations.

Your Key Responsibilities:
  • Delivering Exceptional Service: Work with industry leaders to protect and defend our customers and communities by delivering high-quality services that meet their needs.
  • Managing Service Delivery: Ensure the effective delivery of Managed Services in accordance with the CyberCX Service Governance framework.
  • Maintaining Quality Standards: Meet KPIs and SLAs applicable to the Managed Services agreements for assigned customer accounts.
  • Providing Support: Serve as a single point of escalation for assigned customer accounts.
  • Improving Processes: Drive Continual Service Improvement (CSI) initiatives to ensure improved efficiency, quality and customer experience.

What We're Looking For:

  • Mandatory: ITIL Foundations V3
  • Preferred: ITIL Foundations V4 with additional ITIL Capability certifications
  • Previous relevant experience in a similar role (at least 2-5 years of prior experience in Service Delivery / IT Operations / Project coordination would be ideal) coupled with exceptional stakeholder engagement and communication skills.