Senior Service Delivery Manager

18 hours ago

Melbourne, Victoria, Australia The ItsMy Group Full time $80,000 - $120,000 per year

Are you ready to do something different and impactful?

Who are we?

The ItsMy Group was formed 12 years ago. We are a fast-growing service and technology solutions organisation that is disrupting the way health insurance is purchased and managed in Australia. Passionate about our people, partners and customers, we are fortunate to work with an increasing number of iconic Australian Brands, providing health insurance comparisons to their customers with the highest levels of customer service, integrity and technology solutions.

We are currently looking for an experienced Service Delivery Manager to work with our growing technology team.

What you'll do

The role involves leading the IT Service Delivery, Project Management and Technical Support teams to drive optimal business outcomes - 

  • Lead a high performing service team in Technical Delivery, Technical Support Desk and Project Management to facilitate end-to-end delivery, ensuring team performance aligns with business objectives.
  • Oversee and lead the Technology Change, Release and Delivery Management area - ensuring all levels of IT change are managed (raised, reviewed and approved) in line with the Change Management Board policies, processes and ITIL best practices.
  • Continuous enhancements to the IT services operation framework to improve service quality and operational efficiency - incorporating IT service management, governance, resource management and delivery models.
  • Oversee the support function and incident management process ensuring seamless resolution of incident and service requests in accordance to defined SLAs.
  • Foster a culture of continuous improvement and innovation within the team, promoting professional development and staying informed on industry trends.
  • Act as the primary liaison between IT and stakeholders from other business functions (sales, finance, compliance and service), ensuring IT services align with business objectives.

Skills and Experience Requirements

  • 10+ years of experience in technology delivery, including 5+ years in a leadership role.
  • Experience in the Australian Private Health Insurance industry is highly desirable.
  • Good knowledge of agile project management methodologies, delivery frameworks and have understanding of governance programs.
  • Understanding emerging technologies (e.g. GenAI and automation), its implications on business/technology strategy and application in enhancing delivery practices.
  • Proven ability to deliver transformational initiatives on time, within budget, aligned to business and product roadmap strategies.
  • Ability to develop and implement service delivery strategies and identify improvement opportunities through data driven approach.
  • Experienced in building and leading high performing delivery teams, focusing on empowerment, mentoring, accountability and value creation to the business.
  • Excellent stakeholder engagement and communication skills, with the ability to influence at senior levels and drive alignment across functions.
  • Ability to thrive in a dynamic, fast-pace changing environment while maintaining focus on outcomes and value delivery.

What's Great in the Job?

  • A permanent, full-time position with an attractive salary package and office benefits.
  • Hybrid working arrangements.
  • Experience the satisfaction of full authority and responsibility in the role with the support of a great team.
  • Plenty of learning and development opportunities.
  • Fun working environment and people first approach culture.
  • Opportunity to work in a state of the art office in a convenient location, walking distance to the Chadstone Shopping Mall.

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