Ict Service Delivery Officer

Full time, 76 hours per fortnight located in Perth.
- Salary rate: $43.08 p/hr + super + salary packaging benefits (find out more here on what this means)
- Working Monday to Friday.
- Discounts with a major health insurance provider.
- We offer employees and their family members access to a confidential, and professional counselling service.

**Other benefits**
- Knowing you are making a real difference in your community and being part of a team that celebrates your successes and supports you during challenges.

HOPE has been a provider of community services in Western Australia for over 120 years, providing much needed support for people in the areas of alcohol and other drugs, mental health, justice and family and domestic violence.

**About the Opportunity**

The Information & Communications Technology (ICT) Service Delivery Officer will be based in Perth, reporting to the Information and Communications Technology (ICT) Manager.

In this role you will play a key role in transitioning to a new ICT operating model. This includes developing ITSM processes, driving ITSM implementation, embedding continual service improvement practices. Your focus will be on coordinating activities across service provider, vendors and support teams, particularly in relation to incidents and relevant service management processes and SLA’s. Additionally, you will support the implementation of continuous improvement initiatives and IT service maturity uplift projects, engaging stakeholders throughout the process.

**Requirements of the Role**:

- Assist in managing service providers to deliver Level 1 and Level 2 support services, ensuring adherence to SLAs and KPIs.
- Support team members and contribute to a collaborative work environment.
- Help ensure ITIL processes are aligned with business requirements and technical capabilities to optimize value for stakeholders.
- Assist in engaging Digital & Technology resolver groups to identify root causes and solutions for recurring issues.
- Collaborate with stakeholders to support continuous improvement initiatives that align with business strategy.
- Collaborate with cross functional support teams and Security & Risk Team to support Audit requirements.
- Assist in providing activity reports to senior leadership
- Engage with vendor and suppliers to support service delivery.
- Lead initiatives for continual service improvement post-transition, enhancing IT service management processes and user experiences.

**About you**:

- Minimum 3 years’ technical experience in IT Support and Delivery.
- A relevant degree or diploma in Information Technology or equivalent experience.
- Ability to engage stakeholders and lead people through change.
- Experience in incident response and coordinating resolutions.
- Proven analytical and problem-solving capabilities with a general knowledge in, MS Windows, Outlook, Azure, Office 365 Admin, Remote Access, Printers, Networking technology (routing, switching etc).
- Clear understanding of importance of cyber security especially from an Identity & Access management perspective. Sound knowledge of data security principles and how to respond to security incidents.
- Working knowledge of ServiceNow or similar IT service management tools.
- Strong knowledge of ITIL frameworks; ITIL Foundation certification is highly desirable.
- Ability to create clear and well-structured reports, knowledge-based articles, and documentation.
- Ability to build and maintain positive relationships with colleagues, stakeholders, and clients.
- Experience in ICT governance, policy development, and incident management, with a particular experience in a Not-for-Profit environment highly desirable.
- Proven ability to manage concurrent projects and tasks, with excellent time management skills, and the ability to work to deadlines and prioritise to meet conflicting demands.

**Our Culture**

Hope strives to provide a safe workplace and promotes progressive policies that prioritise the health, safety and unique needs of our team. Hope’s ambition is to be an employer of choice by supporting staff to grow, learn, innovate and achieve their potential. We invest in developing our people to sustain the workforce built on ‘growing our own’.

Find out more about Hope on our website.

**What to expect next**
- Aboriginal and Torres Strait Islander applicants are strongly encouraged to apply._

**HOPE acknowledges and welcomes diversity in all its forms amongst staff and clients, including culture, language, race, ethnicity, age, disability, sexual orientation, gender identity, intersex variations, religion, and socio-economic and relationship status.