IT Service Delivery Manager

WHAT WE ARE LOOKING FOR

**About your new team**

The Service Delivery Manager is part of the greater IT team of approx. 20, and overseas a team of 4 Helpdesk Adminstrators. The RDA IT team spreads across our Redbank facility and our Melbourne office, and together they support RDA employees nationally as well as in New Zealand.

**About your new role**

The **Service Delivery Manager** will ensure that all RDA IT services are delivered in accordance with defined SLA’s and that external IT Service Providers are delivering on contractual obligations.

The key responsibility of the **Service Delivery Manager** is to define governance including service, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.
- The general and generic duties of the
- **Service Delivery Manager** are:

- Design and deliver a customer driven service that maximises stakeholder impact through strategic frameworks, service delivery plans;
- Implement ITIL methodology into the RDA IT Organisation;
- Support the organisations growth strategy by leading the service team to provide the right IT Systems and Implementation which can enable growth in service;
- Collaborate with key stakeholders updating them on service issues in key business areas;
- Collate incident information and produce business facing Major Incident reports when required;
- Proactively assess service trends to identify areas for improvement - driving root cause analysis, incident reduction, service improvement and problem management;
- Ensure global standards for End User technology are deployed across all sites;
- Work with the Infrastructure Manager and Security Specialist to design and implement systems that can be put into successful operation within the business; and
- Maintain a strong relationship with the divisional IT team to support all endeavours to create organisational change in the IT teams globally.

WHAT QUALIFICATIONS YOU SHOULD HAVE

**What are we looking for?**

Rheinmetall seeks applicants who exemplify our Company’s values of **Safety, Partnering, Openness, Respect and Trust**. This creates a workplace environment where employees value each other, live up to their promises and communicate openly.

The experience and skillset best suited to this role includes:

- A technical degree or equivalent experience within the IT field;
- Experience with implementing ITSM tool Service Now
- At Least 5 years experience in a similar role
- Strong Service Delivery Experience with a support desk background including incident, service request and problem management
- Detailed understanding of service management methodologies including ITIL
- Hold or ability to hold an Australian Security Clearance.

WHAT WE OFFER YOU
- Have a long weekend every second week with a 9 day working fortnight
- Working in a great team and with exciting products
- State of the art facilities with onsite subsidized cafeteria
- Internal incentive and referral program
- Opportunity for career development and further training
- Strong links to our global Rheinmetall community
- Opportunity to work on major projects such as LAND 400
- Attractive Remuneration package with salary sacrificing & novated leases
- Flexibility in workplace settings offering opportunities to work in multiple locations
- Corporate discounts with gyms, private health funds and various car dealerships
- Employee Assistance Program to support our employees and their families overall wellbeing

WHO WE ARE

Rheinmetall Defence Australia (RDA) is a major Defence company with operations across Australia and New Zealand delivering specialist Defence capability to the Australian Defence Force and New Zealand Defence Force. RDA is a subsidiary of Rheinmetall, a global technology group based in Dusseldorf, Germany. RDA is a trusted partner to the ADF through its three divisions - Vehicle Systems, Electronics Solutions and Weapon and Ammunition. RDA is rapidly growing its Australian footprint to deliver system solutions and capabilty to the ADF in the areas of mobility, lethality, reconnaissance, protection and sustainment.

Rheinmetall recognises the strength that comes with employee diversity. We are commited to providing an inclusive work environment where each employee is treated fairly and respectfully. Diversity is critical to our ability to work sucessfully as a team regardless of borders, language or culture. Our workforce includes employees of varying gender, age, race and ethnicity, professional and cultural background.
- As an integrated technology group with more than 25,000 employees worldwide, the listed Rheinmetall AG stands for a strong, internationally successful company that operates in various markets with an innovative range of products and services. As a renowned development partner and direct supplier to the global automotive industry and a leading international systems provider fo