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Service Delivery Manager

2 weeks ago

Sydney, Australia Attribute Consulting Full time

Work in a fantastic and dynamic agile work environment.
- Permanent role with a generous salary and work benefits.
- Flexible working from home conditions.

We are looking for an experienced Service Delivery Manager to join our team. The Service Delivery Manager will be responsible for managing the end-to-end service delivery of IT services across Australia and Manila.

You will partner with other technology functions and line-of-business leaders to deliver service management support using the ITIL methodology framework and in an agile technology environment.

**Responsibilities**:

- Accountable for providing Incident, Problem, Change, Service Request and Knowledge management along with Disaster Recovery for all of Australia and Manila
- Manage the delivery of IT services and ensure that they meet the business requirements and are delivered on time, within budget, and to the expected quality.
- Build and maintain strong relationships with stakeholders and ensure that service delivery meets or exceeds their expectations.
- Provide leadership and direction to the service delivery team, ensuring that they are motivated and aligned with the business goals and objectives.
- Develop and implement service delivery strategies, policies, and procedures that align with the company's goals and objectives.
- Monitor and report on service delivery performance, including SLAs, KPIs, and other metrics, and take corrective action as necessary.
- Drive continuous improvement in service delivery by identifying opportunities for improvement and implementing changes to enhance the quality and efficiency of service delivery.

**Requirements**:

- Minimum of 5 years in financial services or a similar industry
- Advanced knowledge and experience in ITIL processes, specifically in Incidents, Problems, and Change.
- Experience managing major incidents, conducting root cause analysis, and working under pressure.
- Proven track record of continual service improvement, achieving service agreements, and maintaining a risk mindset (including policy, standards, and processes.
- Deep understanding and empathy for working with a broad range of business stakeholders and staff to understand their challenges and deliver business outcomes.
- Knowledge of new and emerging technologies.
- Ability to influence business outcomes through first-class written and verbal communication skills.
- Experience working in an ITIL operating model and ability to describe the value it creates for customers
- Strong stakeholder management skills