Team Leader Service Delivery

6 days ago

Townsville City, Australia Townsville Catholic Education Full time

About the role

Townsville Catholic Education Office is currently seeking a Team Leader Service Delivery for a Full Time, Permanent  position. This role commences from Monday 6 January 2025.

The Team Leader Service Delivery (TLSD) ensures the level of services to those using ICT across TCE are high quality. The TLSD will plan, direct, coordinate and design ICT-related activities, as well as provide administrative direction and support for daily operational activities of the Service Delivery Team. This person will have highly effective skills in communicating with influence, and maintaining relationships with key stakeholders in our schools and other Diocesan Agencies.

The Team Leader Service Delivery will lead a team of IT professionals who assist other staff when they are having difficulties in using their PC and/or information system. The team will range from call centre staff, who take the call and attempt to resolve the issue immediately, through to staff who can only resolve the issue on a face-to-face basis in the field. They will also ensure that the staff they are managing have the appropriate level of technical skill, product skill and understanding of how the organisation works.

Key Accountabilities

Provide leadership within a team including: Conduct performance and development planning and provide feedback to individuals on their performanceCoach staff and provide opportunities for training and developmentEncourage a culture of professional behaviour that contributes to the provision of high quality client service and service provision Establish and maintain collaborative working arrangements with other teams within ITS, TCE and external service providers, to ensure quality service outcomes for students, teachers, staff, schools and Diocesan Agencies Effectively acquire, maintain and apply knowledge of relevant Information Technology standards, best practice, and processes to ensure quality service outcomes for students, teachers, staff and schools Participate in determining goals and ITS planning and coordinate their implementation Lead day-to-day management, resource planning and work allocation of the ITS team to meet agreed service levels. Specifies, agrees and applies standards within ITS and ensures that monitoring of performance of Service Delivery through all channels (human, digital, and automated) is carried out, metrics and reports are analysed and issues are resolved Oversee and measure the fulfilment of Service Level Agreements or their kind Develop and prepare business and analytical reports, and respond to internal correspondence Lead or assist in various project activities and programs as required Promote a culture of continuous improvement and increased knowledge amongst ITS staff by sharing, analysing, evaluating, maintaining and documenting procedures and developing manuals for technical tasks and resolutions Other duties as reasonably directed.

About you

At least 5 years in ICT roles At least 5 years leading people in teams Demonstrated ITIL4 experience Demonstrated experience managing IT Service Catalogue environments.

Mandatory Criteria

Current Working with Children Suitability Card. The successful candidate will require a paid Blue Card before commencement as per the No Card, No Start policy developed by Queensland Government  Tertiary qualifications in a related field or equivalent experience Current Driver’s Licence Ability to travel from time to time within the Catholic Diocese of Townsville Ability to perform the physical requirements of the role in a safe manner.

Desirable Criteria

PRINCE2 Practitioner ITIL 4 Foundation and beyond certification or demonstrated capability Relevant industry experience in the education sector.

What we offer

Competitive Salary  Modern facilities and equipment Superannuation up to 12.75% employer contribution (if an employee co-contribution is made) Access to long service leave after 7 years of continuous service 14 Weeks’ Paid Parental Leave Deferred Salary Scheme Access to corporate health schemes Induction and Professional Development opportunities Wellbeing programs.

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