Service Delivery Lead

4 days ago

Sydney, Australia Genesis IT&T Pty Ltd Full time

An Australian owned manufacturer in the Sutherland Shire area is seeking a Service Delivery Lead to join their team. Responsible for leading a small team of 2 service desk analysts this is a great opportunity for an experienced Service Desk Analyst to step up into a leadership role.

**Key responsibilities will include**:

- Responsible for the tactical relationship between business and support partners as required
- Manage relationships at multiple levels and with multiple parties to ensure service is provided to the business
- Establish internal Service Level agreements which are aligned to our Support Partners
- With Help Desk Support manage the tickets for Incidents, Requests, Problems, Change Requests and Knowledge Management to ensure SLA’s are met
- With Support partners and Help Desk be responsible for both internal and external SL management, communication updates, compliance, issue and escalation management, process improvement, quality management, service request management, change management and reporting
- Escalations to support partners including their service management team
- Root cause analysis of problems which have occurred
- Report performance against agreed business and support Service Level Agreements
- Respond to any received alerts and ensure the appropriate team is responding, these can be received 24/7
- Provide highly developed customer service and support to users to solve incidents and minimise impact and loss of productivity due to IT issues

**Experience to be considered for this position includes**:

- Project Management or Lean Systems qualifications
- Experience working within IT environment within a Manufacturing/Distribution environment
- Hold a tertiary business qualification or degree (desired)
- Strong communication skills and ability to communicate with all levels of the business and stakeholders
- Strong experience in developing and documenting business process specifications, procedures, system testing and processes
- High level of Project Management and understanding of principles and ITIL
- Demonstrated knowledge and use of ERP in a manufacturing space
- Working knowledge of SQL and RDBMS
- Familiarity with Salesforce or similar CRM and Reporting Analytics
- Experience with setting priorities and managing the workloads of the team

This is a full-time role, reporting to the IT Manager and leading a small team of two IT helpdesk and support professionals. This role is located in Caringbah and allows the opportunity to WFH for 2 days per week.

**Lauren** on
**02 9236 4500 **or
**0432 778 829.

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