Service Delivery Manager

**Title:

- Service Delivery Manager**

**Location:

- Sydney**

**Length:

- Contract or Permanent**

**Key Responsibilities:

- **

**Service Delivery Management**
- Develop and implement service delivery strategies, policies, and procedures to ensure the timely and efficient delivery of IT services.
- Establish service level agreements (SLAs) and key performance indicators (KPIs) to measure and monitor service performance.
- Working across delivery teams to be the single service owner responsible for developing, maintaining and meeting Service Level Agreements & Objectives.
- Continuously assess service delivery processes and identify areas for improvement, implementing corrective actions as necessary.
- Ensure compliance with service management frameworks, such as ITIL, to maintain service quality standards.
- Leading any required service transition to operations to avoid impact to services.

**Team Management**:

- Lead and manage a team of IT professionals, including service desk personnel and technical support staff.
- Provide guidance, coaching, and support to team members, fostering a collaborative and high-performance work environment.
- Conduct performance evaluations, set goals, and identify training and development needs for team members.
- Allocate resources effectively to meet service delivery requirements and optimise team performance.

**Relationship Management**:

- Serve as the primary point of contact for business stakeholders, understanding their IT service requirements and translating them into actionable plans.
- Establish and maintain relationships with external vendors and service providers, monitoring their performance and ensuring contractual obligations are met.

**Incident and Problem Management**:

- Oversee the incident and problem management processes, ensuring timely resolution of IT issues and minimising their impact on business operations.
- Coordinate with technical teams to diagnose and troubleshoot complex incidents and problems. Escalate high severity incidents and lead the Major Incident Management process until resolution is achieved.
- Implement preventive measures to minimise the recurrence of incidents and problems, conducting root cause analysis and driving process improvements.

**Service Reporting and Performance Analysis**:

- Prepare regular service performance reports, analysing key metrics and trends to identify areas for improvement and report to senior management.
- Present service delivery reports and performance dashboards to stakeholders, highlighting achievements, challenges, and improvement plans.
- Conduct data-driven analysis to identify patterns, insights, and opportunities for enhancing service quality, availability, efficiency, and customer satisfaction.
- Ensuring that the CMDB & Asset data associated with their service/s is reviewed and kept up to date.
- Own the Pickles Knowledge base, continuing to improve, build and obtain training material for support staff, improving our first call resolution, time to resolve and self-service/support offerings.

**Experience and Qualification:

- **
- ITSM experience in Change, Release, Problem and or Incident management processes.
- Proven ability to lead and influence teams of vendors and internal business stakeholders.
- Demonstrated expertise in the provision of high-quality customer service.
- Advanced communications skills, presentation skills to all levels of management are essential.
- Demonstrated leadership skills & stakeholder management in challenging environments.
- Demonstrated commitment to Continual Process Improvement and self-development.
- 3 to 5 years in a similar role.
- Strong communicator who designs with the end user in mind and consider the end-to-end lifecycle and impact.
- Strong collaborator who can liaise and build relationships between development, operations and business teams.
- Takes initiative and strives to continuously innovate, improve and optimise to enhance customer and colleague experiences.
- Passionate about data and service management - with a strong customer focus.