Service Delivery Manager

4 days ago

Mount Waverley, Australia TQSolutions Full time

About Us

Bapcor Limited is Asia Pacific’s leading provider of vehicle parts, accessories, equipment, service and solutions. Bapcor is an ASX 200 company w ith a market capitalisation of over $2bn and operates in a competitive environment succeeding on the basis of superior customer service, innovation and extensive product range.

Bapcor takes pride in developing our specialist and knowledgeable team, culture and capability, coupled with an unrelenting focus on excellence in customer service. Bapcor employs over 5,000 team members in more than 1,000 locations across Australia, New Zealand and Thailand.

About the Role

The Service Delivery Manager is responsible for the service management of the IT Department and will oversee the IT Service Desk, incident management, problem management and change management.

**Key responsibilities include**:

- Deliver the end-to-end customer services for the Bapcor IT organisation including service desk, resolution of incidents and service requests, major incident management, change management, user access management and equipment and asset management.
- Lead a team of service desk staff and technical staff, including performance and development management.
- Lead the customer service desk team with the help of the team leaders to provide an exemplary outcome for our staff and key stakeholders.
- Ensure that all incident resolution and restoration of services are completed within agreed SLAs.
- Provide required reporting and follow up actions are completed within the agreed SLAs.
- Support the change manager in ensuring that Changes are completed without impact to the organisation.
- Work closely with key stakeholders including technical leads and external vendors to prioritise work and issues.

About you
- You will require proven and extensive experience in a similar IT service management position and hands on operational role.
- Experience in developing and managing incident, problem and change management best practices.
- Ability to understand and disseminate industry terminology and concepts to technical and non-technical stakeholders.
- Excellent communications skills with proven stakeholder management experience and working with executives and senior management.
- Strong people management and leaderships skills with ability to prioritise workloads across multiple support areas.

Why join Bapcor?
- Opportunity to work hybrid (3 days on site).
- Australian owned, ASX listed company.
- Asia Pacific’s leading provider of vehicle parts, accessories, equipment, service and solutions.
- Opportunity to make a genuine impact in a growing organisation.
- Potential for career growth and personal development.
- Exclusive discounts and benefits across our Burson Auto Parts trade stores as well as our retail stores including Autobarn, Opposite Lock, Midas Australia, and ABS Service Centres.
- Paid Parental Leave & Employee Assistance Program.
- Bapcor is an equal opportunity employer.

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