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Its Service Delivery Manager

3 weeks ago

Sydney, Australia Senior Leadership InfraBuild Full time

**About the role**:
The Service Delivery Manager is accountable for overseeing IT Service Management (ITSM) operations, metrics, and reporting, with a focus on driving continuous improvements and elevating the maturity of service delivery processes. The role delivers business value in a cost-effective and timely manner, aligned with InfraBuild’s needs, while leveraging ITIL best practices as a guiding framework.
- _This role will see the successful incumbent working on average 3 days from the Sydney CBD head office and 2 days WFH._

Key responsibilities include but not limited to:

- Lead operational and end-user technology support to enhance efficiency, aligning information technology with business goals to drive high levels of customer engagement and satisfaction.
- Own, develop, and evolve all Service Management capabilities, including core ITIL functions such as Incident, Problem, and Change Management, ensuring they meet evolving business needs.
- Champion and continuously improve ITIL/ITSM processes across the IT organization and business stakeholders, promoting best practices and process alignment.
- Establish and lead the Change Advisory Board (CAB) based on ITIL framework, facilitating CAB meetings & effective governance and decision-making for IT changes.
- Perform the role of IT Change Manager, overseeing and managing IT changes to minimize risk and ensure smooth execution.
- Plan, manage, and test business continuity and disaster recovery plans, ensuring organizational resilience in response to operational disruptions.
- Drive team performance and cohesion, fostering a culture of productivity, adherence to standards, and excellence in service delivery.
- Manage and mentor Helpdesk and End-User Computing (EUC) teams, providing guidance, professional development, and continuous coaching to ensure ongoing growth and success.

Skills and qualifications required:

- Bachelor’s BS/BA degree in IT, Computer Science or relevant tertiary discipline
- ITIL Certification (v4 minimum) and applied knowledge in IT standards and ITIL methodology
- Minimum 8+ years relevant industry experience & 5 years experience in Service Delivery Manager role, overseeing Incident, Problem, Request Fulfillment, Change Request and Service Levels
- Experience in managing systems and service delivery specialists; resource and people leadership and management skills
- Experience chairing Change Advisory Board meetings, Workshops, facilitating discussions and assisting stakeholders in the role of Change Manager.
- Demonstrated experience in planning and supporting the implementation of Change Management process utilizing the ITIl framework.
- Experience in evaluating, engaging, negotiating with and managing vendor partners
- Significant experience establishing and managing service levels and ensuring contractual compliance to service level agreements
- Experience in service metric measurement and reporting
- Demonstrable experience in influencing conflict resolution
- Problem determination (experience in root cause analysis) & problem resolution skills
- Experience with ITSM tool Freshservice is highly desirable.

**Key Benefits**:
Below are some of our key central benefits that are available to InfraBuild employees. Other benefits may be available depending on your role or site.
- **Employee Benefits Program**: discounts for employees, friends and family on a huge selection of products and services from a variety of brands including Samsung, Coles, Harvey Norman, Village Cinemas, Dick Smith, Vodafone, Thrifty and many more.
- **Corporate rates for private health insurance**: Nib Health Insurance offers discounted cover for employees.
- **Novated leasing**: We provide an effective way to salary sacrifice for a vehicle through novated leasing with a choice of two novated leasing partners -Toyota Fleet Management or LeasePLUS.

**About Us**:
InfraBuild is Australia’s leading integrated steel manufacturing, distribution and recycling business, making steel using our electric arc furnaces. We provide solutions for commercial and residential construction, large scale and nation-building infrastructure as well as our primary producers and rural sectors. With ambitions to be carbon neutral by 2030, each day we help build futures through sustainable steel.

**Why work here?**:
We offer more than just a job; we provide a dynamic environment built on **three pillars** that define our commitment to both our team and our industry.
- **Work with a greater purpose**:Join us in the pursuit of a sustainable future as we progress our ambition to become carbon-neutral. You will contribute to a legacy that not only helps to build our nation but sustains our environment for future generations. Embrace a culture where differences are celebrated, innovation is embraced and valuing everyone's unique perspectives contributes to our transformation.
- **Work well - live better**:We understand the importance of working in an environment which support