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Junior Service Delivery Manager

2 weeks ago

Mascot, Australia SICE Pty Ltd Full time

This position is a stakeholder facing role, which requires establishment and management of expectations within the business and to drive the service delivery team to achieve those expectations to a high standard, and implement or improve Service Management practices as required.

Key responsibilities:

- Act as a process owner for ITIL-based Service Operation processes and related toolsets.
- Management of ITIL disciplines: Incident, Request, Problem, Change, Release, CMDB, CSIP and Escalation processes (etc.) ensuring a high level of performance in these processes, accurate reporting and establishing service improvement activities when required.
- Lead or participate in governance forums to ensure process compliance and drive continuous service improvement initiatives.
- Compile and analyse statistical data and trends relating to service process compliance and operational effectiveness and provide service reporting and insights to Senior Management as required.
- Act as an Incident Manager, take ownership of major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.
- Incident, Problem and Change Manager functions are shared between multiple resources.
- Lead the development and implementation of action plans to address service/s underperformance

**Requirements**:

- Tertiary qualifications in IT or related field are desirable.
- At least 3 years IT Industry experience with 1-3 years’ experience in a Service Delivery, Service Management or a Business Analyst role, preferably within the ITS industry.
- ITIL certification is desirable but not essential.
- Experience with process creation, process improvement, agile methodologies, and ITIL are desirable.
- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

**Benefits**
- Be part of large scale infrastructure projects.
- A collaborative, supportive and diverse work environment where everyone has the chance to make a difference.
- Enjoy a range of benefits including up to 3 additional days of leave per year, access to a learning platform for personal and professional growth, novated leasing, coaching and wellbeing support through our EAP, and much more