Service Delivery Lead

2 weeks ago

Woolloongabba, Australia Robert Half Full time

Service Delivery Lead in Brisbane, $110-130k + super. Manage service delivery, develop relationships, mentor a team, improve processes.

**Service Delivery Lead**

Robert Half has partnered exclusively with a small organization that has a stellar reputation across Brisbane's IT market. Due to growth within the organization, our client is looking for a skilled Service Delivery Lead to join the team. This role would suit someone in a Service Desk Team Lead role who has ambitions to be a Service Delivery Manager, or an established Service Delivery Manager where they can have a lot of input in future direction.

**Key Responsibilities**:

- Manage the workflows for a team of 5, ensuring SLAs are met.
- Develop and maintain strong relationships with clients, stakeholders, and team members.
- Manage and mentor a team of service delivery professionals, providing guidance and support as needed.
- Act as an escalation point for the service desk, resolving tickets as required.
- Assist with the management of key accounts.
- Identify opportunities for process improvement and implement changes to increase efficiency and effectiveness.
- Monitor and report on service delivery performance metrics, such as customer satisfaction, service level agreements, and incident response times.
- Manage vendor relationships and contracts related to service delivery, ensuring that vendors meet their obligations and deliver value for money.

**Requirements**:

- Minimum of 2 years' experience in either a Service Desk Team Lead or Service Delivery role.
- Proven leadership & mentorship ability.
- Proven ability to manage multiple projects and priorities.
- Experience working across the Microsoft Tech Stack to at least a L2 ability.
- Commercial exposure working to ITIL standards.

**What's in it for you?**
- A chance to expand your skillset, developing into a Service Delivery Manager
- Flexible working arrangements.
- An environment that has a strong sense of team and a lack of bureaucracy.
- Paid parking on site.
- A chance to have a large impact on how business is conducted and facilitate future growth.

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