Service Delivery Specialist

3 days ago

Melbourne, Australia Capstone Full time

6 Month Contract + Extns
- Melbourne CBD Location
- Exciting Opportunity to Join Market Leader

**Service Delivery Specialist**

You are required to create an environment where IT services are reliable, efficient, and aligned with business needs. By achieving this, the individual contributes to the overall success of the organisation by enabling smooth operations, improving user satisfaction, and driving innovation and improvement in IT service delivery processes.

**Responsibilities**
- Day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of service delivery issues which arise in connection with IT services.
- Manage escalations to Service Delivery
- Monitor and manage Service Delivery queue in ServiceNow
- Establish dashboards and manage operational dashboard in ServiceNow
- Lead problem management forums
- Produce operational reporting as required
- Act as the primary back up covering all responsibilities in relation to Non-Major incident co-ordination
- Refine and maintain ITIL processes
- Provide a comprehensive, consistent and coherent set of best practices focused on the management of ITSM processes.
- Promote a quality approach to achieving business effectiveness and efficiency in the use of information systems.
- Align IT services with the current and future needs of the business and our customers.
- Improve the quality of IT services delivered.
- Attend CAB as required on behalf of the Service Delivery team.

***

**Skills & Experience Required**
- ITIL Trained and qualified - preferably 4.0 but not essential
- 5+ years’ experience in fostering an ITIL based Service environment.
- 5+ years’ experience in measuring the success of services being utilised, recommending and coordinating implementation of changes to IT services.
- Experienced in Problem, and Incident Management
- Sound knowledge of ICT including End User Computing, Telephony, Infrastructure, and Applications
- Sound knowledge of ticketing / call logging systems - ServiceNow
- Excellent documentation skills and the ability to document in such a way that can be understood by people of all technical abilities.
- Working knowledge of the ITIL framework, and how an ITIL work frame fits into the organisation and the support team.
- ITSM
- SLA Management
- ServiceNow Dashboard, Weekly Reports, Trends, etc
- Strong Stakeholder management experience, all levels up to board
- Strong Communications skills, both written & oral, MUST be articulate.

You MUST have valid working rights for Australia to apply.

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