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Service Delivery Manager

2 weeks ago

Mascot, Australia SICE ANZ Full time $90,000 - $120,000 per year
  • Act as a process owner for ITIL-based Service Operation processes and related toolsets
  • Management of ITIL disciplines: Incident, Request, Problem, Change, Release, CMDB, CSIP and Escalation processes (etc.) ensuring a high level of performance in these processes, accurate reporting and establishing service improvement activities when required
  • Lead or participate in governance forums to ensure process compliance and drive continuous service improvement initiatives.
  • Compile and analyse statistical data and trends relating to service process compliance and operational effectiveness and provide service reporting and insights to Senior Management as required
  • Act as an Incident Manager, take ownership of major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.
  • Incident, Problem and Change Manager functions are shared between multiple resources.
  • Lead the development and implementation of action plans to address service/s underperformance

Requirements
  • Tertiary qualifications in IT or related field are desirable.
  • At least 3 years IT Industry experience with 1-3 years' experience in a Service Delivery, Service Management or a Business Analyst role, preferably within the ITS industry.
  • ITIL certification is desirable but not essential.
  • Strong knowledge of Atlassian JIRA/Confluence stack of technology and applications is highly regarded.
  • Experience with process creation, process improvement, agile methodologies, and ITIL are desirable.
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

Benefits
  • Be part of large scale infrastructure projects
  • A collaborative, supportive and diverse work environment where everyone has the chance to make a difference
  • Enjoy a range of benefits including up to 3 additional days of leave per year, access to a learning platform for personal and professional growth, novated leasing, coaching and wellbeing support through our EAP, and much more

SICE ANZ is an Equal Opportunity Employer, inviting you to join an organisation dedicated to fostering a diverse, inclusive, and collaborative working environment. We actively encourage applications from women, individuals of Aboriginal and Torres Strait Islander descent, and those from diverse backgrounds. Your unique perspectives contribute to our collective strength. Be part of a team that values and celebrates diversity - apply today.

Due to the high volume of applications received, only successful candidates will be contacted. We apologise for the inconvenience.

Unsolicited applications from recruitment agencies will not be accepted.