Service Delivery Manager

2 weeks ago

Melbourne City Centre, Australia HAYS Full time

Service Delivery Manager (Customer & Platform) 6 month contract $700-900 a day
**Your new company**
A Service Delivery Government organisation is looking for their next SDM

**Your new role**
The key responsibilities of the Service Delivery Manager (Customer & Platform) include:

- Accountable for continuously developing service management framework and processes to drive service delivery excellence.
- Team management and operational leadership to ensure customer and partner agency issues are resolved within agreed service level targets.
- Accountable for operational vendor management including OLA & SLA frameworks, operational governance, managing vendor performance and resolving.
- Accountable for major incident management including ensuring timely detection and restoration of services impacted by major incidents.
- Responsible for ensuring service delivery execution is in line with existing ITSM processes, and work closely with ITSM process owner to evolve ITSM processes.
- Ensure service readiness for new services by championing service management standards and patterns and by actively contributing to architectural reviews and project requirements to ensure service readiness.
- Proactively manage risks on production platform using formal risk management and employ CSI techniques to improve service delivery and optimize associated costs.
- Identify future improvement and enhancements to processes and systems through gathering and analysis of existing information and preparation of briefs describing needs, opportunities, and potential solutions.
- Managing stakeholders and providing regular management reporting covering key elements of service delivery including SLA metrics and KPIs.

**What you'll need to succeed**
- First and foremost - A proactive and customer focussed mindset to drive service delivery excellence combined with extensive experience in IT Service delivery in a complex environment.
- A technical background with experience and understanding of agile SDLC and good overview of SaaS and Cloud technologies, monitoring and logging tools, DevSecOps and IT security.
- Leadership skills with an ability to lead teams and drive resolution to problems in a structured manner.
- Demonstrated leadership experience in vendor management with focus on ensuring service integration and management to deliver end to end service delivery.
- Excellent stakeholder management skills focussing on keeping stakeholders satisfied by proactively managing comms. and by implementing and tracking key service metrics.
- An ability to collaborate and build strong relationships through the organisation to achieve service delivery objectives.
- Excellent written and oral communication skills to deliver executive briefs, analysis and reporting.

**What you'll get in return**
- ITIL v3/4 qualified and AWS certified.
- Experience with Atlassian Toolsets (Jira, Confluence, Bitbucket, Jira Service Management).
- Experience with process improvement methodologies such as Lean, value stream mapping.

**What you need to do now**

**LHS 297508** #2683238

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