IT Service Delivery Manager

Stable working environment with a great culture
- Work with a wide variety of technologies and platforms
- Attractive salary packaging & superannuation options

**About QIMR Berghofer**:
QIMR Berghofer is a statutory body under the Queensland Institute of Medical Research Act (1945). QIMR Berghofer Medical Research Institute proudly serves the people of Queensland with better health and wellbeing through impactful medical research. Our collaborative research programs address the foremost health challenges of our time. Our research responds to health challenges arising from social and environmental factors and aims to advance Aboriginal and Torres Strait Islander health equity.

QIMR Berghofer has a vision to lead the way to significant innovation in health outcomes, nationally and globally. We are committed to supporting ground-breaking research discoveries, achieving sustainability and conducting impactful research.

The Institute focuses its research within four key Programs:

- Cancer Research
- Infection & Inflammation
- Brain and Mental Health
- Population Health

Our Professional Services are organised into departments that provide specialist support for the conduct of internationally competitive research programs and projects. These include People and Culture; Business Development; Finance & Administration; Information Technology Services; Facilities; Engagement and Advancement; Scientific Services; Legal; Research Governance and Funding; Corporate Risk, Governance and Compliance; Growth and Partnerships; and Strategic Planning.

**About the Information Technology Services**:
The Information Technology Services forms part of Operations Support and Governance. Information Technology Services provides infrastructure, systems, communication services, software development services, information analytics, project management, information and records management services.

**Role Purpose / Responsibilities**:
Reporting to the Chief Technology Officer, this role is responsible for the management and delivery of IT services including incident responses, be the customer contact both inbound and outbound and coordinate IT service delivery engagements across the Institute

The key responsibilities are to:

- Manage the service delivery framework including the design and implementation of Service Level Agreements (SLA’s) and processes that ensure efficient and effective delivery of IT services across the Institute.
- Monitor and manage IT service levels ensuring that IT business critical services meet or exceed agreed service levels and are aligned with the Institutes strategic objectives.
- Manage and guide the responses and timely resolution to IT service incidents and problems from IT teams, and coordinate with team members to ensure timely and appropriate responses to service requests from Institute stakeholders.
- Provide input towards the development, and review of relevant IT policies and procedures related to IT service delivery.
- Act as the primary point of contact for escalations and critical project discussions.
- Create and maintain appropriate guidelines and standard operating procedures for IT helpdesk team to ensure effective delivery of IT services.
- Manage ongoing improvements to service delivery processes, capturing feedback and data to enhance the efficiency and effectiveness of IT services.
- Develop and execute a strategy for automation and integration with ITS Service Desk tools, and work closely with business areas to redesign processes to ensure that automation and integration opportunities are maximised.
- Manage the identification, assessment, design, configuration, testing, deployment, integration, monitoring and evaluation of automation and integration initiatives.
- Champion the continuous improvement of business processes by identifying manual, redundant, or inefficient tasks that can be automated or integrated to drive better operational outcomes.
- Drive the improvement of processes, change management, and business outcomes across multiple delivery streams.
- Measure and report on the effectiveness of automation and integration solutions in achieving defined outcomes such as cost savings, efficiency gains, and enhanced client experience
- Drive and manage customer satisfaction through continuous improvement by monitoring feedback and service performance metrics, looking for opportunities to automate and improve existing processes, systems and functions.
- Build strong relationships with all Institute departments to understand their IT needs, identifying opportunities for improvements, and ensuring solutions and services align with Institute goals.
- Conduct regular meetings with department representatives to assess satisfaction, and advocate for improvements to IT services based on feedback to ensure alignment with Institutes strategic objectives.
- Engage with internal and external stakeholders to understand current and future IT needs and challenges from a support perspective, r