IT Service Delivery Manager

Friendly and highly skilled team
- Brisbane northside based
- Globally successful laboratory group
- ALS is using the power of testing to solve complex challenges. With a passion for science, we serve clients with data-driven insights for a safer and healthier world._

**The Role**
The ALS IT department, in Stafford on Brisbane’s northside, is seeking an experienced, driven and customer-focused Service Delivery Manager to provide leadership and inspire our service desk team. You will be the principal contact and owner of all frontline support and services within the APAC region comprising of 5000+ users across 130+ sites. You will also be responsible for the ongoing management and optimisation of these support services and will be instrumental in the identification, deployment and support of technology solutions to all business staff. Your ability to build strong, trusted relationships within the business and the broader IT teams is critical to your success.

**The day to day**
Responsibilities include:

- Event/outage management
- Management of escalated service issues
- Management of employee onboarding and offboarding processes
- VIP executive support
- Documentation - processes, procedures, policies, how-to, quick guides
- Ensuring consistency of services, capabilities and delivery of continuous improvement initiatives
- Mentoring and coaching of team members/peers
- Delivery of a variety of IT projects
- Run and manage CAB
- Service Management Reporting

**The essentials**
- Proven skills and experience in managing an enterprise-level service desk with constant competing priorities
- Excellent relationship building, and communication skills with an ability to make technical and complex issues simple and easily understood
- Strong technical skills and solutions focused
- Experience in managing remote resources
- Experience with configuration and management of Service Desk Software (Manage Engine Service Desk Plus preferred)
- Employee performance management and development plans
- Qualifications in Information Technology and/or equivalent work experience in IT environment working with other IT Technical roles
- At least 5-7+ years’ demonstrated experience as a Service Delivery/Desk Manager and experience as support engineer within an enterprise environment
- Experience working with hardware vendors and 3rd party service providers
- Experience with ITIL methodologies and certification preferred, ITSM incident, problem and change management skills
- Demonstrated ability to create clear and concise documentation
- Attention to detail and adherence to process, ethical, professional, creative, outgoing and approachable personality with a ‘can-do’ attitude that the service desk team can look up to.
- Proven leadership that includes, coaching and mentoring skills
- Great team player
- Manages own learning and development and that of the team
- Ability to think laterally and logically

Other requirements:

- Availability to work out of business hours due to the nature and responsibility of the role
- Participate in a Service Delivery of 24x7x365 on-call support model
- Availability to travel (domestic/international) as required
- Other duties consistent with the position where require and/or requested by the business

**The benefits**
At ALS we believe that the people we employ are what makes ALS the great company it is today. We offer many benefits to staff, including and not limited to:

- Health fund discounts with Bupa.
- Opportunity to salary sacrifice car costs with Autopia.
- Corporate superannuation benefits with Sunsuper.
- Online learning system with extensive modules of choice.
- Friendly working environment with accessible management.
- Virgin Australia discounts.
- Influenza Vaccinations.

We actively support a diverse workforce and encourage Aboriginal and Torres Strait Islander people to apply.