IT Service Delivery Manager

**Dynamic operational rail environment with a variety of systems and technology**:

- ** Located in our head office in North Sydney**:

- ** Flexible working environment**

**About us**

Pacific National (PN) is the largest provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region’s economy, businesses and households running. We are a company built on solid foundations and we are incredibly proud of the essential role we continue to play supporting Australia’s supply chain. At Pacific National, we take great pride in delivering our best every day and have a relentless focus on customer service and place **safety above all else**.

We operate nationally with approximately 3,500 staff in over 90+ sites across Australia. We respect and care for the communities in which we operate and continue to evolve our community engagement and strengthen relationships through partnerships and investment. We are focused on reducing the carbon emissions of our business, while also enabling the reduction of carbon emissions in the broader supply chain to support the National targets.

**About the role**

The Service Delivery Manager oversees the provision of technology services delivered by both internal technology teams and external providers to Pacific National Business units nationwide and covers all information technology and some operational technology systems.

The Service Delivery Manager is responsible for establishing processes and standard operating procedures that ensure the technical environment is stable and secure, and the delivery of services, incident management, request management and escalation management is customer-centric, professional, and within stipulated service level agreements.

The Service Delivery Manager is responsible for providing leadership and guidance to all teams within a standard ITIL Service Delivery function to ensure they are operating within the internal controls and standards set. Additionally, the role is accountable for end-to-end IT Asset management of end user compute (EUC) device procurement, EUC inventory management, replenishment of stock, and fiscal responsibility for effective utilisation of Pacific National’s IT resources.

Reporting to the Head of Technology for Pacific National key responsibilities include:

- Service Operations (including Service Desk, Incident, Request, Escalation and Problem Management)
- Service Management and Governance (including Daily, Weekly and Monthly SLA reviews)
- Service Transition and Project Delivery (including Change Management and new Service Introduction)
- IT Asset Management (EUC devices only)
- IT Vendor Management (within scope of Service Delivery)

**About you**

To be successful in this role you will need:

- Experience in a similar position
- Experience working with outsourced IT services and managing 3rd party vendor relationships
- Ability to develop and execute IT strategies
- Strong ITIL; service management framework and service delivery framework experience
- Excellent communication, interpersonal, presentation and leadership skills

**The benefits**

At Pacific National we value diversity, inclusion and the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted and valued for who they are, enabling everyone to bring their authentic selves to work. When you join the Pacific National team, you’ll be encouraged to take ownership of your career and we’ll be there to support you with a range of exciting initiatives including:

- Industry leading programs focussed on your growth and career development
- Access to flexible working arrangements
- Paid parental leave up to 12 weeks for primary carers at full pay after 12 months service
- Opportunity to purchase additional annual leave
- Provision of Salary Continuance Insurance
- A focus on your mental health and wellbeing through our PeerConnect program
- Access to our Employee Assistance Program, administered by Benestar, offering confidential counselling services for employees and their eligible family members, paid for by us at no cost to you
- Access to Unmind, a digital platform that gives you access to tools, training and exercises that will support your mental wellbeing
- Discounted fitness and wellbeing benefits with membership to WhereFit, our wellbeing benefits partner
- Novated leasing and discounts on selected health insurance funds, travel, gyms, retail brands, vehicles and more.

We are proud to be a WORK180 Endorsed Employer for women, and you can visit our Work180 page Pacific National | WORK180 Endorsed Employer to find out more including a list of all of our benefits and policies.

We are seeking applicants who share our values: Make it simple, Share more, Kindness, Gratitude, Curiosity, and Own it. These values help us achieve strong connect