Service Delivery Manager

JOB REF:WesCEF530978
- **Exceptional opportunity to develop effective systems and processes for WesCEF's Service Delivery model and service teams.**:

- **Support a portfolio of mature businesses ranging from digital retail to heavy industry.**:

- **Evolve the Service Desk into a collaborative hub across fusion delivery teams in data and digital.**:

- **Permanent, full time role, based in Murdoch or Kwinana with flexible working options available.**

Wesfarmers Chemicals, Energy & Fertilisers (WesCEF) grows a portfolio of leading, sustainable businesses that operate in domestic, national and international markets. We recognise that our people are central to our success, helping to drive our businesses to become well-recognised industry leaders for over 100 years.

We have talented and engaged people who strive to support our innovative businesses through diversity of thinking, skills and experiences.

As we believe in a safe and sustainable future for all, our decarbonisation journey includes building upon our strong track record of emissions reductions, as well as seizing exciting growth opportunities presented in a decarbonising world. We are committed to an interim target of a 30% reduction by 2030 and net zero emissions by 2050.

**About this role**:
As the Service Delivery Manager you will be responsible for the effective services, relationships and demand management of WesCEF IT&S Service Centre and Technical Support Team. You will also manage key relationships with WesCEFs businesses. The will include:

- Oversight of the IT Service Desk, Service Delivery and key operating processes for managing the demand from customers.
- Management of the Service Desk team comprising of Senior Technicians and WesCEF's trainee technician program which is managed in conjunction with industry partners.
- Manage the operational delivery of services provided to customers including incident and request management, problem management, service improvement and workflow queue management.
- In addition to this, you will be:_
- Interfacing with Workplace Technology and other IT&S technical teams to help drive improvements to our service delivery.
- Ensure effective problem and change management and incident/request response and associated measurement and reporting metrics.
- Implement and improve the systems used to support IT Service Management and Service Desk processes including our service desk system and knowledge base.
- Identify opportunity for self-service, automation and improvements to our incident response procedures, activities and reporting capabilities.
- Assist with continuous development of skills within Service Desk, Technical Support and the broader Technology teams to improve quality of service and customer engagement.
- Manage the interoperability between the various resolver queues within IT&S, following ITIL best practice to ensure timely resolution of IT&S support cases, to drive continuous improvement.

To be successful in this role you will be hands on in your approach and enjoy working closely with a range of internal customers. You will have a sound understanding of the commercial and operational needs of a business, and the role of IT in securely enabling business success.

**What you bring**:
You will have extensive experience in Service Delivery Management, a strong understanding of ITIL concepts and IT service management; in combination with broad knowledge and experience across various service delivery models.
- Advanced knowledge and experience in ITIL processes specifically Incidents, Problems and Change.
- Experience in managing major incidents, trouble shooting, root cause analysis and working under pressure.
- Proven track record of continual service improvement, achieving service agreements and with a risk mindset (including policy, standards and processes).
- An understanding and deep empathy for working with a broad range of business stakeholders and staff, specifically to understand their challenges and deliver business outcomes.
- Knowledge of technologies (including new and emerging).
- Worked in an ITIL operating model and describe the value this create for customers.
- Strong stakeholder management skills.

This is an outstanding opportunity to build your career in line with our clear vision for growth. At WesCEF, we offer you the opportunity to build the career you want. We are looking for people who are excited by the opportunities and challenges the business and role offers. In return, we offer the recognition and rewards you deserve for making a real impact every day.

We are committed to building a positive and diverse workforce that is representative of the people who live in the communities where we operate. Fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results. We welcome and encourage people from different backgrounds and particularly, Aboriginal and Torres Strait Islander people t