IT Service Delivery Coordinator

2 weeks ago

Brisbane, Australia Troocoo Full time

As an IT Service Level Coordinator, you will join a dynamic and inclusive team committed to delivering high-quality IT services.

You will play a key role in coordinating and measuring IT service levels within a multi-vendor environment, while ensuring that our IT operations align with the business's needs and deliver optimal performance. This role offers an exciting opportunity to work in a collaborative environment, with a focus on continuous improvement, vendor management, and ITIL best practices.

Key Responsibilities:

  • Oversee IT Service Levels: Monitor and manage IT service level agreements (SLAs) in a multi-vendor outsourced environment.
  • ITIL Process Implementation: Define, develop, document, and embed ITIL service management processes.
  • Service Performance Monitoring: Measure and evaluate service management processes, ensuring vendor compliance with service levels.
  • Reporting & Record Keeping: Ensure accurate, timely documentation and reporting of service level performance.
  • Collaborative Engagement: Work closely with ICT staff, business teams, and external suppliers to deliver effective IT services.
  • Translate Business Requirements: Assist staff in translating complex business needs into vendor service requests.
  • Investigate Service Issues: Act as a point of contact to investigate and report customer service issues to management.
  • Link Between Users & IT Support: Facilitate communication between end users and the IT support teams.
  • Continuous Improvement: Evaluate service quality and identify opportunities for service improvement.
  • Contract Management: Oversee product support, warranties, maintenance contracts, hardware purchases, and software licenses.
  • Team Culture: Contribute to fostering a high-performance, supportive team culture within ICT.
  • On-Call Responsibilities: Participate in an on-call roster for major incident management outside regular business hours, and provide secondary support during business hours as needed.

Key Capability Requirements:

Essential:

  • Proven experience in IT service level management and measurement.
  • In-depth understanding of ITIL service management processes.
  • Strong communication and interpersonal skills, with the ability to work effectively in a team environment.
  • Experience in managing stakeholder communication during major incidents.
  • Ability to analyse issues and develop practical, sustainable solutions.
  • Strong organisational skills with the ability to manage competing priorities and meet deadlines.
  • Broad technical knowledge of hardware, software, networks, and communications technologies.
  • Degree in Business, ICT, or related fields.

Preferred:

  • Experience with ICT operations support processes and practices.
  • Familiarity with Cyber Security Operations processes.
  • Contract management and administration experience within ICT and digital services.
  • Experience with cloud-based ITSM tools.
  • Knowledge of SIAM (Service Integration and Management) or similar models.
  • Strong vendor management skills and experience in building positive vendor relationships.

Benefits:

  • Be part of a supportive, diverse, and inclusive team.
  • Opportunity for professional growth and development in a forward-thinking ICT environment.
  • Competitive salary and benefits package.
  • Meaningful work that contributes to the efficient operation of the Wider Business

If you are passionate about IT service management, thrive in a fast-paced environment, and are eager to contribute to a high-performing team, we encourage you to apply for this exciting opportunity

In addition our Client is committed to fostering a diverse and inclusive workforce. We encourage applicants from all backgrounds to apply.

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