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Manager, IT Service Delivery

3 months ago

Sydney, Australia Navitas Full time

About the role:

The Manager, IT Service Delivery is responsible for the delivery of end-user IT Support Services to a number of Colleges and supporting staff within the UPA division. The role will also be accountable for driving the development of appropriate standards, processes and reporting on all aspects of IT Service Delivery.

The person we seek will ideally have the following:

  • Significant experience in general IT Management and IT Service Delivery
  • Experience within the higher educations sector, preferably University environments.
  • Demonstrated ability to lead a team of IT professionals in the delivery of ground level IT support
  • Commitment to service excellence and continuous improvement. 
  • Track record of delivering within challenging and ambiguous environments. 
  • Bachelor's degree in Information Technology, Computer Science or related field or equivalent experience

 What we can offer you: 

  • Exposure to an international education environment, with interesting and unique challenges.
  • Collegial and collaborative environment with a commitment to education.
  • Opportunities for career development and progression.
  • Mobility within the business, both domestically and internationally. 
  • Competitive salary, with salary packaging and novated leasing opportunities.
  • Study assistance up to 100% reimbursement (subject to conditions)
  • Health & Wellbeing packages which includes free counselling for employees and family, discounted gym membership, movie tickets, discounts on travel, accommodation and insurance

Responsibilities and Duties:

  • Work with the Head of IT to develop and implement strategies for IT Service Delivery aligned with organizational goals.
  • Work with divisional leadership to ensure IT services support the overall business strategy.
  • Lead and manage a team of IT professionals responsible for service delivery.
  • Provide guidance, coaching, and mentorship to team members and peers.
  • Implement and maintain IT service management (ITSM) best practices within the division.
  • Oversee the service desk operations within the division, ensuring timely and effective incident resolution, and that service level agreements (SLAs) and key performance indicators (KPIs) are met.
  • Identify opportunities for efficiency gains and service enhancement while driving continuous improvement initiatives within the IT space across the division.
  • Manage and coordinate the resolution of incidents and problems.
  • Conduct root cause analysis (RCAs) and implement preventive measures.
  • Act as division lead with the global IT change management process to ensure the controlled implementation of changes.
  • Act as a subject matter expert in the IT systems and processes used by the business, including providing guidance and support to end-users and stakeholders throughout major product upgrades and delivery of digital projects.
  • Manage vendor relationships and contracts, ensuring the delivery of quality services.
  • Build and maintain positive relationships with internal stakeholders and gather feedback to improve service delivery.
  • Ensure IT service delivery practices adhere to security policies and compliance requirements.
  • Ensure IT service delivery practices adhere to data privacy policies and compliance requirements.
  • Maintain comprehensive documentation for IT service delivery processes and procedures, ensuring it remains fit for purpose and up to date.

Selection Criteria and Qualifications:

  • Bachelor's degree in Information Technology, Computer Science or related field or equivalent experience.
  • Proven experience managing complex multiple site IT environments, ideally in a tertiary education sector or similar.
  • Strong background in ITSM, ITIL and IT Service Delivery.
  • Excellent communication skills, with the ability to effectively communicate with technical and non-technical stakeholders at all levels of the organization.
  • Strong process and project management skills, with the ability to influence stakeholders and motivate collaborators to achieve project goals.
  • Demonstrated ability to work in a fast-paced, deadline-driven environment, managing multiple projects and priorities simultaneously.
  • Experience with IT delivery tools such as service desk tools, reporting platforms, collaboration tools as well as software platforms aligned with delivery of education services.
  • Ability to travel domestically and internationally on occasion if required.

About Us

Navitas is a leading global education provider that has helped generations of learners transform their lives through education. We create life-changing opportunities to learn by delivering an extensive range of educational services to over 56,000 aspirational students across our global network each year.

Diversity and Inclusion

Navitas promotes and embraces an inclusive and diversified workforce. We believe equality, flexibility and diversity in the workplace will deliver a rich and collaborative environment for our employees, students and clients.

We encourage applications from candidates with disabilities, of all ages and genders, Aboriginal and Torres Strait Islanders and diverse community groups.

How to apply

Please apply online to lodge your application successfully. For enquiries about the role, please contact Cam Marshall, Head of IT on cam.marshall@navitas.com

Applications close on Monday, 22/07/2024 at 5:00pm AEST however, we reserve the right to progress or confirm applicants prior to close date. Applications received after the close date may be considered pending the recruitment process.

To our agency partners - thank you for your interest however, we will not be accepting unsolicited applications and we do not require support for this role, at this stage.

Extra information

For further information or to view other opportunities, please visit navitas.com/careers

Successful candidates will require full working rights in Australia and undergo criminal records and working with children check.

By submitting your application, you acknowledge and agree to Navitas’ Privacy policy. Further information can be found at navitas.com/careers