Service Delivery Manager

**Primary Details**
Time Type: Full time

Worker Type: Employee
- **Sydney, NSW**:

- **Full time, Permanent opportunity**

**The Opportunity**

**Your new role**

You will be responsible to effectively communicate with various stakeholders internally and externally on Business operations, Risk, Audit, Release Management, Environments Management, Value Streams and Projects, Infrastructure teams, Vendors, Platforms, Major Incident Management and Change Management to ensure alignment and coordination in service delivery effort s. Collaborate with key business stakeholders to develop risk management plans in line with compliance requirements and provide insights and risk mitigation strategies. Take ownership of problem tickets, focusing on permanent solutions by identifying root causes and collaborating with teams to prioritize and implement effective fixes.
- Oversee internal and external audit programs, coordinate with internal and external stakeholders to gather necessary information, and facilitate any findings and recommendations.
- Develop, implement, and monitor SLAs to ensure that service delivery meets agreed-upon standards and KPIs.
- Collaborate with vendors and third-party service providers to ensure seamless service delivery and adherence to SLAs.
- Generate executive level reports on service delivery performance by analysing data and presenting findings to management and stakeholders.
- Serve as a primary point of contact between the IT and business to ensure collaboration between the two and facilitating any required communication and service delivery.
- Oversee access revalidation processes, ensuring compliance with security policies and procedures.
- Validate operational and performance reports to ensure accuracy and consistency and collaborate with relevant teams for resolution.
- Foster a culture of continuous improvement by identifying areas for enhancement in service delivery, processes, and systems.

**About you**:
You will have proven experience with IT Service Management, Project delivery, Application development, design & integration, alongside excellent stakeholder management, communication and presentation, and interpersonal skills. Experience working in Financial Services and technical understanding to grasp challenges and communicate them effectively to the required team.
- Proven experience in/or Change delivery, Project management and Customer Relationship Management in highly recommended.
- Experience in managing teams is crucial, you will be responsible for coordinating the efforts of various teams to ensure service delivery meets expectations.

**About QBE**

We can never really predict what's around the corner, but at QBE we're asking the right questions to enable a more resilient future - helping those around us build strength and embrace change to their advantage.

We're an international insurer that's building momentum towards realising our vision of becoming the most consistent and innovative risk partner.

And our people will be at the centre of our success. We're proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities.

With more than more than 11,000 people working across 27 countries, we're big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind.

We believe this is our moment - what if it was yours too?

Your career at QBE - let's make it happen

**Benefits**

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

- 'Hybrid Working' - a mix of working from home and in the office to enhance your work/life balance
- Our 'Thriving at our Best' wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
- 18 weeks' gender-equal flexible leave for all new parents, including paid super
- The ability to maximise retirement savings through voluntary super contributions and company matching
- Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums
- Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners

**Rewards & Recognition**
- We value our employee's experience with us and are proud to have been recognised for the following awards:

- 2021 LinkedIn Top Employer & HRD Employer of Choice
- 2020 Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards
- Platinum employer in the Australian Workplace Equality Index - the definitive national benchmark on LGBTIQ+ workplace inclusion
- Ranked 6th place in the AAGE Top Graduate Employers 2021 as voted by graduates
- Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads)
- Family Friend