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IT Service Delivery Manager

3 months ago

Box Hill, Australia Netbay Internet Pty Ltd Full time

About us:

Netbay Internet is a leading technology solutions provider based in Melbourne. We specialise in delivering high-quality internet and IT services to our diverse clientele. We seek a dynamic and experienced IT Service Delivery Manager to join our team, oversee staff, facilitate meetings, and ensure that products and services satisfy our customers. The ideal candidate will possess a blend of technical expertise, leadership skills, and a passion for supporting educational technology initiatives.

Job Summary:

Responsible for establishing and managing the range of service level agreements across all processes, services, systems and applications in the ICT portfolio to develop, promote, refine and administer the ICT services available to the business. The role will lead and develop the implementation of strategic technology management platforms to increase service performance, availability, and deliver superior ICT services for user and customers.

Key resposibilities and duties:

• Formulate and manage service level processes and procedures to ensure service level agreements, operational level agreements and underpinning contracts are developed and administered in a consistent manner across the organisation

• Carry out service level agreement audits and extract necessary information to maintain currency and enable the business to establish and deliver effective and efficient services and sustainable targets; including analysing and reporting on performance against service level agreements to highlight inconsistencies and guide the development of remediation activities

• Ensure the resolution and completion of services, including escalations, release changes, systems patches and versions, end-to-end ICT delivery and uptime of operations to meet service delivery standards and optimal customer experience

• Identify opportunities to improve value for money and/or reduce cost, eliminate unnecessary delivery processes and administrative procedures without adversely impacting service to the business

• Lead, design, and implement the service model framework to deliver on improvements and enable the consistent monitoring and measurement of team and service effectiveness to expected standards

• Evaluates and engages suppliers using developed and agreed criteria to support alignment and understanding of the expectations and requirements of engagement and oversees the monitoring and reporting on vendor performance to ensure service delivery and performance metrics are met

• Drives and delivers continuous lifecycle and service improvements, including new and existing services, to achieve efficiency across technology platforms

• Lead and manage project planning, including business requirements, forecasting, budget, planning, and governance ensuring porjetcs are aligned with business priorities.

Selection Criteria:

l Proven experience managing complex multiple-site IT environments, ideally in a tertiary education sector or similar.

l Strong background in ITSM, ITIL and IT Service Delivery.

l Excellent communication skills, with the ability to effectively communicate with technical and non-technical stakeholders at all levels of the organisation.

l Strong process and project management skills, with the ability to influence stakeholders and motivate collaborators to achieve project goals.

l Demonstrated ability to work in a fast-paced, deadline-driven environment, managing multiple projects and priorities simultaneously.

l Experience with IT delivery tools such as service desk, reporting, collaboration, and software platforms aligned with delivering education services.

l Ability to travel domestically and internationally on occasion if required.