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Service Delivery Manager
2 weeks ago
An exciting opportunity has arisen for a Service Delivery Manager (SDM) to manage a small and growing team (13+) in the sustainment of a complex business-critical business integration system. As the lead of the sustainment team, your role is customer focused, as well as leading the team’s interactions with other stakeholders within the environment. You will be a recognised leader of people, with demonstrable success at resolving conflict and making the best shine through in their staff.
A key requirement of this role is management and reporting of the team’s performance against contracted service levels and key performance indicators. Ideally you will be experienced in managing incidents and technical changes in accordance with ITIL processes. You will maintain tight control of the governance of the team, including fulfilment of contract requirements, workload management, and mobilising the team towards service improvement in a planned and measured way.
The role requires a strong and consultative approach to balancing the sustainment contract against the service needs of the customer. You will be adaptable to the changing business environment while maintaining the service contract in lockstep. You will exemplify responsible customer focus to your team.
**_ Technical Expertise:_**
**Essential Skills**:
- Leadership in a technical environment
- Service level management and reporting
- Experience in ITIL environments
- Stakeholder engagement including conflict resolution, requirements gathering, and
- Contract management (basic)
- Financial management (basic)
**Desirable Skills**:
- Hands on technical experience in a complex ICT environment
- Incident, problem and change management
- Project delivery management (formal or informal)
- Risk management
- Project planning and scheduling
- Agile project management
**Day-to-Day Responsibilities**
- Management of the DXC sustainment team (13+), including task prioritisation (in consultation with the Commonwealth), performance management, conflict resolution, and career development
- Conducts recruitment activities to fill new roles and backfill vacated roles
- Provides for training and development of junior staff and graduates
- Management of the customer relationship with Commonwealth contract management team
- Management of the sustainment contract, including achievement of contract deliverables, service levels, key performance indicators, and fulfilment of other contractual obligations
- Management of team resourcing and financials in achievement of DXC’s commercial commitments in balance with customer expectations
- Prepares and communicates the monthly status report, achieving customer acceptance within the required timeframe
- Prepares and ensures payment of invoicing under the contract
- Contribute to growth of signed work under the contract including opportunity identification, pursuit and negotiation
**Education**
Desirable
Bachelor's degree in business, management, computer science or related field preferred.
ITIL certification is desirable.
**Other Qualifications**
- Minimum NV1 Australian security clearance is required to be held and maintained
- Good interpersonal and presentation skills for interacting with team members and clients
- Good analytical and problem-solving skills
- Leadership and organisational skills
- Limited travel may be required
**Expected Work Schedule**
The role requires performance of work in a sustainment environment in which the majority of hours are performed inside normal business hours (Core Business Hours), however also entails support of the on call personnel for high priority incidents.
