Service Delivery Manager

Join a prominent and crucial Public Sector Department as ICT Service Delivery Manager

**Your new company**

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This essential Government Department is located in Central Canberra and contributes to crucial community outcomes.

**Your new role**

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The Service Delivery Manager reports to the Assistant Director Service Management, and along with the Service Desk Manager is a key part of the management team supporting the strategic and operational day to day management of the team. Duties include:

- Support the planning, management and direct the activities of a large Service Desk team providing Level 1 to Level 3 Service desk services and support to staff in program areas, oversee the knowledge management and service management tool administration.
- Drive the activities of a team providing knowledge management and service management system services for service desk staff, stakeholders, section members; and supporting and promoting customer self service activities for staff
- Conduct regular audits for quality assurance and identify areas for process and capability improvement and manage their implementation within the approved parameters.
- Develop and implement service desk knowledge management, service management system administration, and service operations strategies, including preparation for electoral events.
- Oversee and manage service provision standards across the Service Management team, and identify and respond to service provision issues, including process change management.
- Evaluate and recommend solutions and prepare briefs and other documents for stakeholders and senior executives.
- Provide analysis and judgement on complex issues and make significant contribution to the management, preparation and coordination of policy formulation and/or project management.

**What you'll need to succeed**

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- Significant experience and understanding in problem and incident management, and the ability to drive change and efficiencies
- Highly skilled and focussed on excellent customer service and business engagement, with the ability to engage and collaborate internally with other key IT areas, business areas, and external service providers - Strong knowledge of industry standards and practices, and the ability to quickly gain an understanding the department's operating environment
- Ability to utilise quality assurance and monitoring activities to present operating model re-engineering or enhancements to improve service methods and service desk productivity; and to develop and maintain a culture of continuous improvement
- Strong understanding of knowledge management its relationship with service desk operations
- 5+ years experience in transitioning new items into service support
- 5+ years experience in managing a large team of service desk analysts in a service desk environment,
- Significant experience and understanding in problem and incident management, and the ability to drive change and efficiencies
- Highly skilled and focussed on excellent customer service and business engagement, with the ability to engage and collaborate internally with other key IT areas, business areas, and external service providers
- Strong understanding of knowledge management its relationship with service desk operations

**What you'll get in return**
- Competitive hourly rate
- Central Canberra office
- Flexible working options by arrangement

**What you need to do now**

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508** #2757900