IT Service Delivery Manager

**Get to**
**know GPT**:

- a leading Australian ASX listed, diversified property group that owns and actively manages a $30 billion portfolio of high quality office, logistics and retail assets across Australia. GPT undertakes four core business activities. We invest in, develop and manage Australian real estate assets and funds to create value for our stakeholders in a sustainable way. GPT is at an exciting stage of evolution and growth across our portfolio.

Our talented people are central to GPT’s ability to deliver on our strategy and generate value for our stakeholders. Their passion, expertise, and capability drives our business activities and shapes our strong culture. Our ability to attract, engage and retain a motivated and empowered workforce is central to our success. At GPT we foster an inclusive and high performing work environment that provides our people with valuable wellbeing, flexibility and development opportunities.

We are currently seeking the services of a
**IT Service Delivery Manager** to provide team leadership and maintain a high level of customer satisfaction at all times across all aspects of the core IT Service Management functions (incident, problem and change management).

**The Role**

The IT Service team is the face of technology to our customers and the IT Service Delivery Manager is responsible for ensuring that the highest levels of customer service are delivered by driving a culture of best practice and continuous improvement.

The IT Service Delivery Manager is part of an overall team of 6 - located across both Sydney and Melbourne - and is responsible for the day to day operation of the IT Service team, ensuring overall effective and efficient service delivery to our customers.

The role will encompass a mix of leadership, hands-on support and business engagement activities.

**What you will be doing**
- Managing the day to day operations of the IT Service team, ensuring adequate resource coverage across the business, to deliver a consistent level of customer service that exceeds internal service level targets
- Providing leadership in customer service to team members and put in place mechanisms to monitor customer service delivery levels, be the escalation point for customers, resolving issues in a timely manner, acting as the Major Incident Manager as required
- Owning and delivering the IT Service Management functions, including incident, problem and change as well as the management of the IT Service Management platform
- Conduct regular reviews of IT Service Management policies and procedures aligned to ITIL standards as appropriate, with a focus on continuous service improvement, including automation of repetitive and/or low value tasks
- Managing of 3rd parties delivering end-user computing related services to GPT, including regular service reviews to ensure services are delivered to contracted levels
- Maintaining operational documentation, including procedures, processes, knowledge base, testing, standards and asset registers and providing regular service reporting
- In conjunction with the Head of Infrastructure, Operations and Security, manage budget as it pertains to end user computing hardware, software and services and design and implement customer engagement strategies including regular site visits and key stakeholder meetings that promote two-way conversation and deliver valuable customer outcomes.
- Leadership of the IT Service team, ensuring effective performance management, skills training and appropriate bench strength is maintained across supported technologies
- Work with peers to plan and prioritise key initiatives, and where appropriate facilitate resources to assist in delivery

**What makes you stand out**

You will need to be tertiary qualified and or have significant experience in a similar role leading local and remote teams, with a technical background in supporting Microsoft technologies.

You will need a comprehensive knowledge of ITIL Framework and experience working within an ITIL framework, including escalation processes across incident and change management.

You will need to show initiative in problem solving, liaise with and manages vendors, be able to research new technologies and be able to convey ideas at a senior level in both verbal and written form.

A natural communicator, this would suit an IT Service Management who is passionate about customer service, continuous improvement and training and guiding junior team members.

**What make us stand out**

**Benefits**
- Flexible working arrangements and generous leave options.
- Market-leading parental leave benefits including 22 weeks paid leave for either carer and childcare allowance upon return to work.
- Diverse and challenging career opportunities with a Learning & Development Team dedicated to helping you reach your full potential.
- Comprehensive Wellbeing programs and market-leading policies and support to cover a diverse range of needs.
- Corporate superannuation pla