Junior Service Delivery Manager

This role will provide the delivery of a high-quality service to SICE customers and end users and ensure Service Delivery and Service Management processes are in place to meet business needs.

This is a rewarding stakeholder facing position, which requires establishment and management of expectations within the business and to drive the service delivery team to achieve those expectations to a high standard, and implement or improve Service Management practices as required.

**Responsibilities**:

- Act as a process owner for ITIL-based Service Operation processes and related toolsets.
- Management of ITIL disciplines: Incident, Request, Problem, Change, Release, CMDB, CSIP and Escalation processes (etc.) ensuring a high level of performance in these processes, accurate reporting and establishing service improvement activities when required.
- Lead or participate in governance forums to ensure process compliance and drive continuous service improvement initiatives.
- Compile and analyse statistical data and trends relating to service process compliance and operational effectiveness and provide service reporting and insights to Senior Management as required.
- Act as an Incident Manager, take ownership of major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.
- Act as a Problem Manager, take ownership of problem cases and manage them to resolution.
- Act as a Change Manager, take ownership of changes to ensure changes are raised and represented at Transurban Change Advisory Board (CAB).
- Incident, Problem and Change Manager functions are shared between multiple resources.
- Lead the development and maintenance of service level agreements (SLAs) in consultation with the business to establish incident & problem resolution expectations and timeframes to meet business objectives.
- Lead the development and implementation of action plans to address service/s underperformance.
- Guide the Service and Support in projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed.
- Maintain the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
- Make recommendations for Continuous Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
- Provide regular and accurate management reporting on Service performance

**Requirements**:

- Tertiary qualifications in IT or related field are desirable.
- At least 3 years IT Industry experience with 1-3 years’ experience in a Service Delivery, Service Management or a Business Analyst role, preferably within the ITS industry. Experience in in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- Knowledge of ITIL disciplines
- Excellent leadership and people management skills

**Benefits**
- Be part of large scale infrastructure projects.
- Genuine opportunities for learning and growing in a cross-functional, multi-cultural team.
- A collaborative and supportive work environment where everyone has the chance to make a difference.
- Access to employee benefits (EAP, employment anniversary leave, training etc)

SICE ANZ is an Equal Opportunity Employer and we invite you to be part of an organization that promotes a diverse, inclusive and collaborative working environment.