Digital Service Delivery Lead

2 weeks ago

Docklands, Australia Medibank Full time

**About the Role**:
This is an exciting opportunity for a dynamic self-starter to lead the Digital Production Support team. In this role you will help manage the broader team and drive successful customer outcomes, while implementing improvements in the operations space. Reporting to the Digital Operations & Service Assurance Leader, this role will also be responsible for identifying opportunities to improve operational capabilities, leading the operational delivery, and support the various services under Digital including LiveBetter.

**Key Responsibilities Include**:

- Leading a team of technical specialists and supplier staff for support, maintenance and enhancements of digital services, including incident resolution and problem management
- Responsible for ensuring that all elements required to restore services are known and in place in the event of a crisis with technical teams
- Acting as a point of contact for inquiries and maintains relationships with key customers and suppliers for the relevant services
- Leading vendor and supplier management to ensure SLA’s & KPI’s adherence as per contractual agreements
- Developing and sustaining long-standing relationships with vendors and provide constructive feedback to implement improvements
- Representing the service on behalf of the IT Owner across the organisation from an IT perspective
- Establish and maintain positive relationships with stakeholders to achieve ongoing partnerships
- Key stakeholder in determining whether a new release affecting a service is ready for release in production and providing signoff
- Leading incident management of high-priority incidents impacting the services owned and help drive restoration.
- Owning and maintaining integrity of all tickets with the ability to manage across multiple ticketing systems with high data accuracy, quality assurance in a timely manner

**About You

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