Job Title: Senior Service Delivery Manager
About the Role:
We are seeking an experienced Senior Service Delivery Manager to oversee, facilitate and administer ITIL based service support. The successful candidate will manage and oversee Unisys service delivery through processes including incident, major incident, problem, request and change management with a focus on improving overall service quality.
Key Responsibilities:
* Lead a virtual team; define and coordinate day-to-day responsibilities for Internal Support and Strategic Partners.
* Ensure effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and clients.
* Compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness.
* Provide regular progress reports and updates to management, identifying areas of concern and opportunities for improvement.
* Establish and lead a continuous service improvement program for in-scope processes and supplier services.
* Direct service delivery teams regarding the policies, processes and plans affecting in-scope delivery performance.
* Maintain account profiles and standard in-scope documentation to include account specific requirements.
* Train and mentor functional teams.
* Perform periodic audits/spot checks to determine accuracy of data provided and if it complies to in-scope client ITIL process(es) and policies.
* Participate in creation of the Process and Procedural Documentation.
* Work closely with Service Management to proactively monitor SLA performance and take appropriate actions for Internal support and Strategic Partners.
Requirements:
* Bachelor's degree and 6-8 years' relevant experience or equivalent combination of education and experience.
* Excellent written and verbal communication skills.
* Comprehensive knowledge of ITIL V3/V4 processes and principles.
* Australian citizen with baseline security clearance.
Benefits:
The successful candidate will have the opportunity to work with a dynamic team and contribute to the growth and success of our organization. We offer a competitive salary and benefits package, as well as opportunities for professional development and career advancement.
Others:
This role requires excellent leadership and communication skills, as well as the ability to work effectively in a fast-paced environment. If you are a motivated and experienced professional looking for a new challenge, please submit your application today.