Job Title: IT Service Delivery Specialist
About the Role:
We are seeking a highly skilled IT service delivery specialist to join our team. As an IT service delivery specialist, you will play a key role in ensuring that our IT services meet the highest standards of quality and reliability.
Key Responsibilities:
1. Managing IT Service Interactions: Seamlessly manage process management interactions with other IT service processes such as knowledge, problem, system change configuration, and incident management.
2. Enabling Problem Management: Enable the operational execution of RAC ETS problem management processes and review major incidents/problems in accordance with agreed incident management processes.
3. Understanding Service Demands: Understand RAC end-user computing and ICT service operations demands, ensuring ICT operating processes and RAC ICT asset knowledge are up-to-date.
4. Improving Service Delivery: Ensure service delivery process improvement, support incident management, service transition planning, and continuous improvement to service delivery procedures.
5. Providing Management Support: Offer problem management support and guidance to the business, maintain an up-to-date RAC ICT service catalogue, and knowledge base.
6. Managing Changes and Configurations: Handle change and RAC ICT system configuration management, including change and service request backlog management.
7. Coordinating and Coaching: Coach and advise ETS operations team, manage escalations and prioritization of service delivery activities, and collaborate daily with peer IT service managers.
Requirements:
* ITSM Experience: Demonstrated experience in an ITSM problem manager role within an insourced ICT operations environment.
* Project Management Certification: Relevant project management or Agile certifications (e.g., Prince2, PMP) are advantageous.
* Documentation and Process Mapping: Mandatory experience in documenting IT operation knowledge and process mapping.
* ITIL Knowledge: Good knowledge of ITIL best practices for change, release, configuration, problem, incident, and event management.
* Leadership and Goal Setting: Ability to lead oneself and others to succeed by managing expectations and identifying actionable goals.
* Educational Qualifications: Tertiary qualifications in computer science or a related IT discipline are mandatory.
* Certification in ITIL or COBIT: Required.
* Additional Skills: Experience using Jira is advantageous.
What We Offer:
* Innovative Technology Environment: Work with cutting-edge technologies and be part of a team driving digital transformation.
* Growth Mindset Culture & Focus on Career Development: Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.
* Work-Life Balance: Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
* Impactful Projects: Contribute to high-impact projects or products that directly enhance our services to members and the community.
* Diverse and Inclusive Workplace: Be part of an organization that embraces diversity and inclusion, ensuring a welcoming environment for all employees.
* Employee Wellbeing: Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
* Community and Social Responsibility: Engage in meaningful community and social responsibility initiatives that align with our values and mission.