IT Service Delivery Lead Anz

**IT Service Delivery Lead ANZ**:
Our team in **Melbourne** currently has an opening for a **IT Service Delivery Lead ANZ**

**YOUR ROLE & RESPONSIBILITIES**:
An exciting opportunity has arisen to join our IT Team as the IT Service Delivery Lead for ANZ based in Melbourne.

Reporting to the Director Global IT Services & Operations and partnering with the Global and APAC IT Teams, you will be responsible for delivering services relating to file server and network management, laptop configuration, phones, software and other IT systems.

You will be responsible for supporting local and remote end users by providing technical and infrastructure assistance as well as training users on the utilisation of hardware, software, systems and security and working closely with global and regional IT to deliver and implement IT projects and services to ANZ.

You will enjoy working in a fast-paced environment with cross-functional (matrix structured) teams and be results driven. You will be a strong communicator who enjoys technical problem solving and can manage complexity and change in a dynamic environment and can create effective partnerships, building both horizontal and vertical relationships across all functional areas.

**Key Responsibilities**:

- Execute the Global IT Strategy and action plans in close collaboration with Global/Regional IT
- Manage local IT performance outcomes and ensure alignment within global budget requirements
- Build relationships with users, technical staff and management to determine and resolve issues associated with system implementations
- Manage and advocate projects which are likely to bring about improved functionality and efficiency of business processes
- Act as a system adviser to relevant users on system issues as appropriate
- Map and develop internal workflow procedures and processes and training plans to ensure knowledge transfer and training takes place in a timely and efficient manner
- Assist in the selection, installation, training and use of computing equipment and hardware/software
- Maintain IT hardware/software assets register and manage IT hardware life cycle
- Administer IT system operations, access and information back-up processes
- Undertake server maintenance work and quality control
- Manage and coordinate external providers to maintain seamless on-site support is available to all sites across ANZ
- Act as support and escalation point for local systems issues
- Undertake vendor management, negotiating, maintaining and monitoring all Vendor relationships including but not limited to Photocopiers, Mobile Phones, Video Conferencing, Communication and Support
- Take ownership of Incidents and Service Requests through to resolution, ensuring that Incidents and Service request which cannot be resolved are escalated to the correct resolution team and proactively managed, confirming resolution, satisfaction and acceptance
- Contribute towards the maintenance and upkeep of the IT Service Delivery knowledge base for documented process, routine tasks and incident resolutions
- Ensure compliance with relevant security, privacy and data protection policies and standards
- Advise on complex user problems by providing technical guidance and support

**YOUR PROFILE**:

- Tertiary qualified with a Bachelor or Masters’ degree in Computer Science, Information Technology, Operations, or other related industry experience with 5+ years MIS experience
- Prior experience working in a matrix structure environment desirable but not essential
- Demonstrated Information Technology problem solving experience
- Experience in designing procedures and processes to improve business outcomes
- Understanding of information systems, development, deployment, and systems integrations
- Demonstrated Information Technology problem solving experience
- Must have a best practice continuous improvement and customer excellence mindset
- An agile, highly collaborative, and early adopter mindset
- Digitally savvy, self-motivated, ability to prioritise and take initiative, strong organisational and time management skills
- Strong Interpersonal skills and excellent communication skills, both written and verbal
- Ability to build and maintain strong relationships; build credibility and trust with internal and external stakeholders
- Strategic thinker with a business and customer-focused mindset who can translate business requirements into technology solutions
- Strong business acumen with an ability to communicate IT language into business outcomes
- Clear thinker who can link system and data flows (downstream, midstream, and upstream) and identify business/user impacts, data flow, and process flows
- Ability to manage multi-year IT programs across IT domains and execute per plan
- Analytical and influencing skills with a high attention to detail
- Ability to work autonomously, flexibly and under pressure to meet tight deadlines
- Enthusiastic and highly motivated
- Ability to travel as required

**OUR OFFE