Service Delivery Manager

2 weeks ago

Melbourne, Australia SICE Pty Ltd Full time

SICE ANZ is currently embarking on exciting growth and we have a great opportunity for an enthusiastic and results-oriented Service Delivery Manager. This position will provide the delivery of a high quality service to customers and end users, and ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and it requires to establish and manage expectations within the business and drive the service delivery team to achieve those expectations to a high standard.

Please note we'll accept applicants based in Sydney and Melbourne for this role.

**Responsibilities**
- Maintain high performing service support functions;
- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
- Accountable for the development and maintenance of service level agreements (SLAs) in consultation with the business units to establish incident & problem resolution expectations and timeframes to meet business objectives.
- Responsible for the development and implementation of action plans to address service/s underperformance.
- Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Drive internal and third party service review meetings covering performance, service improvements, quality and processes
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
- Provide regular and accurate management reporting on Service performance
- Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

**Requirements**:

- Tertiary qualifications in IT or related field.
- 3-5 years IT Industry experience with 2-3 years’ experience in a similar role preferably within the ITS industry
- Experience in IT Service Delivery Management of multiple, outsourced service providers.
- Experience in full life cycle IT Project Management
- Previous experience as a Team Lead or demonstrable experience in leading virtual teams
- Experience of managing 3rd parties and 3rd party delivered services
- A passion for Service Improvement
- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- ITIL Certificate

**Benefits**

- Join a worldwide systems integration company.
- Access to employee benefits
- Be part of large scale infrastructure projects.
- Genuine opportunities for learning and growing in a cross-functional, multi-cultural team.
- A collaborative and supportive work environment where everyone has the chance to make a difference.

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