Service Delivery Manager

1 week ago

Sydney, Australia Avant Full time

Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years.
Avant now represents 90,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.
**About the role**:
This role will be responsible for leading excellence in IT support services for internal Avant employees, with a particular focus on continual improvement of user experience, effective communications and assurance of business continuity.
**Key responsibilities**:

- Manage and lead Service Desk team to deliver exceptional IT support services.
- Oversee incident, request, and problem management processes to ensure SLA compliance.
- Monitor, analyse, and improve service delivery metrics and team performance.
- Act as the primary point of contact for escalations and ensure quick resolution.
- Collaborate with IT teams and business stakeholders to drive continuous service improvement.
- Implement best practices, policies, and procedures in line with ITIL frameworks.
- Conduct regular team meetings, training, and performance reviews.
- Manage resource planning, workload distribution, and shift scheduling.
- Coordinate with vendors and third-party support as required.
- Prepare and present service reports to senior management.
- Drive initiatives for automation, knowledge base improvement, and user satisfaction enhancement.

**Skills and experience required**:

- Proven experience as a Service Delivery Manager or similar role managing Service Desk team.
- Strong understanding of ITSM frameworks (ITIL certification preferred).
- Experience managing incident, problem, change, and request fulfilment processes.
- Excellent leadership, communication, and stakeholder management skills.
- Analytical mindset with the ability to interpret metrics and drive improvements.
- Ability to work under pressure and manage multiple priorities.
- Experience with ITSM tools (e.g. ServiceNow, FreshService, Jira Service Management).
- Bachelor’s degree in IT, Computer Science, or related field preferred.

At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.

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