National Service Delivery Manager

492513
Melbourne
Technology
Full time
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Join Corrs Chambers Westgarth, Australia's leading independent law firm.

The National Service Delivery Manager (“SDM”) is responsible for the operation and management of the National Corrs Technology Help Desk, Desktop and Audio Visual Support team, the Technology Training team, Change and Incident Management, and the Service Delivery Leadership team. The SDM will exercise strong leadership to promote and drive the delivery of outstanding client service.

The SDM will be responsible for setting the strategic direction of the department, managing the department budget, setting the standard for service delivery and managing vendors, contracts and SLAs. They will have a strong focus on business engagement, user experience and training. They will also have a critical role in setting the team culture, development and mentorship in line with the overall Technology strategy.

The SDM will work closely with the Technology Leadership Team to drive and manage the change management program which will enhance and streamline service delivery. Managing relationships with internal clients and external vendors is also pivotal in this role.

At Corrs, we help you achieve your ambition - at every stage of your career.

Key responsibilities

Develop and drive a department strategy, focusing on staff and the user experience, and continual service improvement.
Manage and continue to improve an effective and efficient Information Technology Service Management (ITSM) framework that includes Incident (including major incident management), Change, Problem, Release and Asset Management services for Technology. To facilitate the resolution of problems and ensure ongoing service availability and to minimise the adverse effect on the business of incidents and problems to proactively prevent the re-occurrence of incidents, problems and errors.
Manage and improve vendor support contracts, SLAs and expectations, while holding them to account on service and reliability.
Manage and mentor the Service Delivery Leadership team, providing support and direction, while fostering an environment for creativity and involvement.
Initiates and leads continues improvement of professional work practices and processes, strategies, tools and techniques, to boost work productivity and effectiveness, eg implement new enhancements and efficiencies to the service management platform. Keeping abreast of industry trends and developments.
Recruits, motivates, develops, and retains, appropriately skilled staff to ensure effective service delivery to meet Corrs Technology commitments and business plans. Engage in all aspects of people management of the team including recruitment, development and performance reviews.
Work with the IT Service Manager to manage all aspects of change and the policy and procedures that protect it. This includes that impact the Technology or that are initiated within Technology that will impact the internal or external clients in accordance with the Technology change management policy guidelines.
Manage all aspects of asset management, including hardware and software, and ensuring that the CMDB is maintained and audited on a regular basis.

Required qualifications and preferred experience

IT experience with a broad exposure to different technologies and management experience
Experience managing an IT Help Desk function along with a diverse team of technologists
Experience in implementing and driving ITSM policies and procedures such as incident, major incident, change, problem, release and asset management
Demonstrated experience in implementing the ITIL framework
Relevant industry ITIL certification
Experience dealing with a broad range of internal clients
Experience in relationship management
Demonstrated experience in delivering outstanding client service demonstrable experience in delivering service improvement change programs.
Demonstrable experience in managing, leading and mentoring a diverse team of technologists.
Strong people management and coaching skills.

**About us**:
Corrs Chambers Westgarth is Australia’s leading independent law firm. We provide exceptional legal services across the full spectrum of matters, including major transactions, projects and significant disputes, offering strategic advice on our clients’ most challenging issues.

Why Corrs?
We pride ourselves on meeting our clients needs in a culture characterised by excellence, commitment, collaboration and respect. Our policies, practices and behaviours foster a safe and inclusive workplace, and we focus on creating opportunities and supporting a diverse workforce.

Flexible working as standard - we’ve established flexibility as standard business practice and an option for all our people.
Bonus leave - an additional week of leave each year (5 weeks annual leave in total).
Generous parental leave entitlements - we offer up to 26 weeks paid leave and pay superannuation on both paid and unpaid le