IT Service Delivery Manager

**IT Service Delivery Manager**

Are you based in SYDNEY, LITHGOW, BATHURST, GOSFORD, MAITLAND or across Regional NSW? The Department of Customer Service is looking for a Manager, Service Desk to join our growing team

**Benefits**:

- Fantastic ongoing clerk grade 11/12 opportunity.
- Salary range: $134,411 - $155,445 + super, commensurate with experience.
- Genuinely flexible working arrangements.
- Wellbeing programs and resources available
- Discounted Gym Memberships and Employee Assistance Programs
- Excellent career development and learning development opportunities.

**About Us**
DCS is transforming the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation and regulatory reform to create better outcomes for the people of NSW.?

This role is an exciting opportunity to provide support to Government agencies on exciting, specialised technology platforms. We want all agencies to benefit from shared technology and provide stable and secure network for all Government agencies.

**Your responsibilities will include**
- Provide vision and leadership to a team of IT customer service staff who are responsible for providing end user technology and support services.
- Improve the quality of support delivered to customers through ongoing review of services provided
- Drive and support the team to meet service level agreements
- Manage suppliers in line with contractual terms
- Connect the dots between technology, people and processes; keeping things simple for our customers is a priority
- Manage escalations, reporting and analysis of performance in collaboration with partner teams and other service providers.

**To be successful in this role you will demonstrate**:

- Minimum 5-7 years of ICT operations experience in combination with five or more years of leading a technical team
- Ability to lead, develop and engage a diverse team for high performance, fostering growth and professional development in individuals
- Excellent customer service skills and a demonstrated ability to deliver the design and implementation of supporting systems and processes
- Strong stakeholder management and engagement experience, with exposure to new project scoping and implementation.
- A calm and collaborative style with a balanced and results driven approach

Our customers require extended operating hours; therefore, you will be required to work hours including afternoon and evening work from Monday to Saturday, consecutive weekend shifts and also work on public holidays.

If you want to be part of this forward thinking, innovative team that thrive in challenging the status quo, we would love to hear from you

**What we need from you**

**Closing Date: Thursday 1st June 10am**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

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Information on adjustments available for the recruitment process