It Service Delivery Manager

APM is a fast-growing International Human Services provider with over 28 years in the industry. The APM IT team consists of over 100 staff in the APAC region and over 200 globally assisting APM group to make a difference in the community by delivering quality outputs to support our frontline staff to enable better lives. We are experiencing an exciting period of growth with the development of digital products and services needed to support this growth.

**The Role**

In this new permanent full-time role, you will act as the single point of contact and accountability for the seamless delivery of effective operational services and capabilities to APM staff and clients' and their respective business units. Ensuring Digital & Technology (D&T) is seen by our user community as an enabler of business growth and effectiveness for APM.

**In this role you will**:

- Act as principal contact and owner for operational and tactical issues regarding the delivery of all D&T services and capabilities to APM staff and their respective business units
- Review all business cases in conjunction with respective Business Partners (BPs), and SMEs prior to presentation to approval forums for their respective area of responsibility.
- Responsible for escalation of and liaison of incidents or concerns with BPs, Business Owners, Vendor Managers and D&T Management as required.
- Manage staff expectations by developing performance metrics and reporting, escalation management and communication plan
- Support IT Business Performance in vendor performance against contracts as well as building partnering relationships where appropriate
- Act as escalation point for Service Delivery 24*7*365 on-call support model (Ability to undertake on-call duties on a rotational basis)

**Skills you'll bring**:

- 5+ years' experience in Service Delivery / Project Management in a mature, complex, and geographically spread organisation.
- Demonstrated experience in administering and managing vendors and inhouse D&T services, including (service level agreements and terms and conditions) to meet strategic and business needs utilising matrix and leveraged technical and delivery teams within an enterprise scale and cloud-based environment in accordance with the ITIL framework
- Relevant qualifications or relevant fields of experience such as ITIL Certification / Practitioner
- Strong planning, budget, communication, and organisational skills
- Strong negotiation and relationship building skills

**What's in it for you?**

Working with a growing global business, you'll get to be involved in strategic M&A, organic growth, and due diligence. Additionally, you'll chart your own career growth with lots of opportunity to move through the business.

You truly will enable better lives by enabling our frontline health professionals' access to the best technology solutions to improve services within the community.

Our solutions include the latest tech stacks and next horizon technologies, you will be involved with learning about and implement emerging technologies.

You will be provided with the tech you need to get the job done, flexible / hybrid working arrangements, purchased additional annual leave, private health discounts, and more.

**About APM Group**

We're a diverse team of over 13,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.

Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health, and wellbeing, and increased social participation.

When you join APM, there's an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services.

**Ready to Join?