Overview
Service Delivery Manager - ITSM Implementation • Adelaide • Contract
We're currently partnering with a leading organisation undertaking a significant technology uplift and are seeking an experienced Service Delivery Manager to lead the delivery of a new ITSM platform implementation.
This role will play a key part in delivering a greenfield Halo ITSM solution, ensuring successful implementation while also establishing strong service delivery and operational processes across the organisation.
You will work closely with project teams, vendors and internal stakeholders to deliver the platform from design through to deployment and post-implementation support, while helping shape the organisation's service management capability.
Key Responsibilities
* Lead delivery of a greenfield ITSM implementation (Halo ITSM)
* Work with project teams to deliver the platform from design to production deployment
* Act as the key escalation point for vendors and internal stakeholders
* Define and implement service delivery processes, SLAs and KPIs
* Support transition into operational service delivery and hypercare
* Oversee documentation, milestones and change management activities
* Identify opportunities to improve service delivery and operational efficiency
* Lead and support a small team of delivery and support resources
Ideal qualifications
* Experience delivering or managing ITSM platform implementations
* Strong understanding of IT Service Management frameworks (ITIL preferred)
* Experience working with Halo ITSM, ServiceNow or similar platforms
* Strong stakeholder and vendor management capability
* Experience leading service delivery teams and managing escalations
* Experience working across infrastructure, service operations or end user computing environments
* Experience in the health sector is beneficial but not essential
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