We're an Adelaide-owned MSP delivering tailored IT solutions across industries. Our reputation is built on innovation, reliability, and customer satisfaction. At Concept Data, we believe in empowering our team to help clients succeed and having fun while we do it.
What We Offer
* Professional development and training opportunities.
* Collaborative and supportive work environment.
* Chance to influence and define IT service delivery across the company.
* A supportive, collaborative team that values your input.
* A chance to work with diverse clients and technologies.
About the Role
We are seeking an experienced Service Delivery Manager to oversee the delivery of IT services across our company. This role ensures that IT operations run smoothly, service levels are consistently met, and our teams are equipped to provide reliable, timely and proactive support. The successful candidate will lead service operations, manage incidents and changes, and drive continuous improvement in IT service delivery.
Key Responsibilities
* Manage daily operations of the IT Service Desk and Service Engineers, ensuring timely resolution of tickets and incidents.
* Lead incident and problem management processes to minimise downtime and prevent recurrence.
* Coordinate change and release management activities, ensuring updates and deployments are executed with minimal disruption.
* Monitor and report on service performance, including KPIs and SLAs, to identify improvement opportunities.
* Ensure compliance with company policies, industry standards, and regulatory requirements.
* Provide leadership and guidance to IT service teams, fostering a culture of accountability and service excellence.
* Collaborate with internal teams to align IT services with business needs and priorities.
* Drive service improvement initiatives using process improvement methodologies and innovative thinking.
* Develop and maintain a pipeline of continuous improvement opportunities.
* Contribute to IT roadmaps and architectural frameworks ensuring compliance with group standards and regulatory requirements.
* Lead IT projects end-to-end, managing timelines, budgets, risks, and company change for new systems and processes.
* Ensure effective IT service delivery, performance monitoring, and SLA compliance.
* Deliver training, user support, and local leadership for the IT Service Desk team and Service Engineers.
* Ensure service quality through monitoring, report review, and proactive gap management.
To be successful in the role you will have
* Minimum 5 years of experience in IT service management or IT operations.
* Strong knowledge of ITIL practices and service management tools.
* Proven track record in managing service delivery teams and achieving SLA targets.
* Excellent communication, leadership, and problem‑solving skills.
* Technical expertise in IT infrastructure and applications.
* Strong organisational and project management abilities.
* Customer-focused mindset with a commitment to service excellence.
* Ability to analyze complex issues and implement sustainable solutions.
* Effective team leadership and mentoring skills.
About You
To be part of our team you will be a great communicator, a team player, action oriented, work collaboratively, and will be a great advocate for our client's experience.
Kindly note, only shortlisted applicants will be contacted.
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