Service Delivery Manager

4 days ago

Phillip, Australia KBR Full time

**Title**:
Service Delivery Manager

**The Company**

**Sigma Bravo - A KBR Company** is a specialist ICT services provider focused specifically on military operations, aviation mission planning software and information management. We maintain an unparalleled reputation for working in partnership with our clients to integrate, support and inform Australian Defence Force operations. Sigma Bravo provides support throughout Australia, proactively working to enhance operational capabilities.

**The Opportunity**

The** **Service Delivery Manager** is responsible to the _Deployed ICT Program Manager_ to manage the sustainment of Identity and Access Management and Supply Chain Management Services for Deployed ICT.

**Required Qualifications, Experience and Knowledge**
- Previous experience engaging with the ADF (Navy, Army, Airforce)
- Strong understanding of IT service delivery processes and procedures, including ITIL best practices.
- Excellent leadership and communication skills, with the ability to influence and motivate others.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced, dynamic environment.
- Experience managing vendor relationships and negotiating contracts.
- Strong customer service focus.

**Day to day they will**:

- Oversee the delivery and performance of IT services, ensuring compliance with established policies and procedures.
- Manage service delivery processes and procedures to ensure quality, consistency, and efficiency.
- Develop and maintain strong relationships with key stakeholders, including customers, vendors, and internal teams.
- Identify and analyse service delivery issues, root causes, and opportunities for improvement.
- Develop and implement service improvement plans to address identified issues and opportunities.
- Manage and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure that services are delivered to agreed levels.
- Provide leadership and guidance to the IT service delivery team.
- Manage the day-to-day activities of the service delivery team, including prioritising workloads and ensuring team members have the necessary resources to perform their roles effectively.
- Maintain a strong focus on customer satisfaction, ensuring that services meet or exceed customer expectations.
- Continuously monitor and evaluate the effectiveness of IT service delivery processes and procedures, making recommendations for improvements (CSI’s) as necessary.
- Undertake monthly reporting and data analysis.

**Benefits of KBR**
- KBR acknowledges the Traditional Custodians of Country throughout Australia and their continuing connections to land, sea, community and culture. We pay our respects to Elders past and present._

**Additional benefits include**:

- ** Annual salary review**
- ** Professional development opportunities**
- ** Income protection**
- ** Salary packaging and Novated leases**
- ** Life/Health insurance discounts**
- ** End of trip facilities (some sites)**
- ** Employee stock purchase plans**
- ** Paid parental leave**
- ** Paid reservist leave**

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