Service Delivery Lead

3 days ago

Sydney, New South Wales, Australia Blackwoods Full time

See the direct impact of your technical expertise come to life
- Opportunities for learning and development
- Blackwoods - one of the leading B2B suppliers of industrial equipment

In this role, you will play a crucial role in the delivery of IT Services across the business. Leading the Level 1 and Level 2 IT Support Teams, you will ensure efficient and effective management and resolution of tickets in line with SLAs with specific focus on coordinating activities across support teams as it relates to Major incidents and all relevant Service Management processes. Additionally, you will be supporting with the implementation of continuous improvement and IT Service maturity uplift initiatives while bringing stakeholders on a journey.

This is a **permanent, full-time opportunity** and will be **based onsite at the Blackwoods National Office, Macquarie Park** with hybrid working opportunities.

**Some of the tasks**:

- Lead the delivery of Level 1 and Level 2 support services, adhering to SLAs and KPIs
- Coach, mentor, and develop team members located on and offshore
- Ensure alignment of ITIL processes across support teams with business requirements and technical capabilities to optimise value to Business stakeholders
- Drive proactive engagement by all relevant Digital & Technology resolver groups to identify root causes, fixes or workarounds for recurring issues.
- Collaborate with stakeholders to implement ongoing continuous improvement initiatives that align with business strategy
- Collaborate with cross functional support teams and Security & Risk Team to support Audit requirements.
- Provide reporting on activities to senior leadership
- Vendor and Supplier Engagement and Management.

**Some of the skills**:

- Minimum 7 years' technical experience in IT Support and Delivery
- Minimum 5 years' experience in people or change management
- Ability to engage stakeholders and lead people through change
- Experience in major incident response and coordinating resolutions
- Proven experience in ITIL Framework, with Modern Service management Principles and Agile delivery models highly desirable.
- Proven analytical and problem-solving capabilities with a general knowledge in,
- MS Windows, Outlook, Azure, Office 365 Admin, Remote Access, Printers, Networking technology (routing, switching etc)
- Contact Centre (NICE InContact)
- Clear understanding of importance of Cyber Security from an Identity & Access management Perspective, Data Security and how to respond to Security incidents.
- SME level knowledge of ServiceNow
- ITIL v3 at a minimum, ITIL v4 and Modern Service management highly desirable
- Capability to influence teams to seek solutions efficiently

**Next Steps**

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