Service Delivery Manager

Join an industry leader and make a positive change in the sustainable use of the world's natural resources. Together, we will transform the business and drive the industry toward a greener future.
At Metso, you will be supported by our inclusive culture and a network of colleagues from around the world. With us, you will embark on a personal growth journey and are encouraged to realize your potential. This is your invitation to rise above the possible.
**Job posting end date**: 05/05/2025
Introduction
Due to an internal promotion, we are seeking a Service Delivery Manager to join our Corporate Functions team. You will be act as a key focal point in the delivery of IT Services for their relevant area of operations. The Service Delivery Manager is responsible for the planning, development, project management, change management and operation of their managed services in region. You ensure optimum operation of managed services in terms of availability, performance, quality, security and cost.
The Service Delivery Manager interacts with Country IT Managers, Specialists, Application & Server Owners, business stakeholders, internal and external technical teams ensuring service delivery in accordance with guidelines and expectations from global and regional IT.
This role will be based at our Perth location and will report into the APA IT Country Manager.
What you'll do
- Manage the regional requirements for on-prem, data centre, and cloud hosted infrastructure platforms in accordance with corporate standards, guidelines and processes
- Collaborate with internal global, regional, and external multidisciplinary teams to manage the hosting platform environments, and consistently achieve operational and project targets
- Form part of the global infra team as a regional virtual team member, acting as service representative for the Hosting and Cloud product in APAC region
- Regularly communicate global plans, policies and programs to regional teams for planning and resourcing
- Ensure that all aspects of the managed services lifecycle are executed according to the standards set by global IT infra team, using tools and methodologies such as ITIL, LPM, SAFe and PMI.
- Perform planning, development and management of hosting platforms to ensure optimum service delivery and availability to business.
- Engage with Country IT Managers, Specialists, Business Analysts, Application Owners, business stakeholders and others, to plan, develop and implement solutions to demands. Provide support and guidance with analysis, relevant policies, best practices and cost efficiency
- Manage local vendor contracts for data centres, hardware platforms and platform-related software licences, ensure service level agreement (SLA) compliance in accordance with service contracts
- Manage external vendors to ensure access and information is available for systems required to be managed and maintained, monitor quality and consistency of work performed, ensure maintenance of records, and identify opportunities of operational and process improvement
- Design, implement and manage on-prem facilities including server rooms, control systems and utility services. Determine balanced usage of in-house and co-location data centres for optimum performance, reliability, management and cost.
- Ensure backup systems are configured and operational with suitable retentions and recoverability plans in place for a variety of disaster events
- Handle escalation of technical issues, support the analysis of critical and major incidents with internal teams and external providers to ensure timely recovery and restoration of services. Maintain active communication with impacted business, IT teams, and stakeholders
- Maintain and enrich service related documentation
- Ensure company data is managed, transferred and processed in accordance with local and global legal and compliance requirements.
- Collaborate local operational and project activities with country IT Specialists
- Support cost planning and budgeting IT of services, working directly with IT Managers. Regularly review and analyse run costs to discover efficiencies
- More information available at the time of interview

Who you are
- Bachelor's degree in Information Technology, Information Systems, or equivalent industry experience and certifications
- Minimum of 10 to 15 years experience in IT services and infrastructure management
- Experience in the mining industry
- Strong troubleshooting and problem-solving skills
- Demonstrated ability to work flexibly within tight time schedules
- Willingness to perform maintenance and attend meetings outside of business hours, be available on-call for response to major incidents and alerts, support resolution activities after-hours
- Proven skills and experience in IT project management, change management, and IT service management with strong soft skills
- Understanding and experience working with service management and development approaches, including ITSM, ITIL, Agile.