Take the next step and be part of a larger team at Monash University.
About the Role
The Service Delivery Manager leads a Digital Correspondence Service Delivery team and is accountable for the full lifecycle of IT service delivery, including the initiation, transition, and ongoing maintenance of assets and platforms. This role will primarily lead service delivery of Monash University's Insurance Digital Correspondence and work closely with Digital Correspondence Platform owners.
Key Responsibilities
* Manage relationships with service partners/operations team for service delivery
* Ensure operational needs are understood and prioritised
* Work with the SIAM team to ensure adoption and adherence to SIAM processes
* Monitor all SIAM processes and provide feedback on areas of improvement
* Approving, preparing, planning, and managing of new or changed services
* Participation in service and service provider reviews and negotiation of SLA and contracts
Requirements
* 5+ years' service management experience, including incident, problem, release, availability, continuity
* Experienced in project and service management disciplines; ITIL, PMBOK, Agile, SIAM
* Excellent exposure to various digital applications within an Agile environment
* Experience driving incident response and decision making associated with crisis management
* Proven experience in Partner and Service Level Management lifecycle
* ITIL version 3 or 4 highly regarded
About Monash University
We're proud to be a part of the Monash University family, a leading Australian university with a drive to make a positive impact on our community. Whether you're guiding people through life's biggest moments or providing them with support in times they need it most, you'll be driven forward by our shared customer obsession and supported at every step of the journey.
We believe we are our best when our workforce is as diverse, talented, and passionate as the communities in which we live and operate. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development, and internal mobility, and building connected relationships amongst our team members and with our customers.