Job Overview
We are seeking a seasoned IT Service Delivery Manager to lead our IT Support team in providing exceptional support services to end-users. As a key member of our technology team, you will oversee the delivery of timely and effective resolutions to IT issues.
This role requires strong leadership skills, expertise in ITIL Service Management, Incident Management, and IT Service Delivery. You will be responsible for driving improvements in IT Service Desk practices and processes, ensuring strategy and goals are met.
* Accountability for IT Service delivery and system stability within IT Services, ensuring strategy and goals are met.
* Driving improvements in IT Service Desk practices and processes for better service, efficiency, resilience, and governance.
* Overseeing onboarding processes for new staff, including account, access, and hardware provisioning within SLA.
* Managing Major Incidents to speed up restoration, limit impacts, and keep stakeholders informed.
* Using insights from IT Services reports to enhance performance and support stakeholder communication.
Key Responsibilities
* Lead a multi-disciplinary technology team to provide timely and effective resolutions to IT issues.
* Implement strategies to maintain system stability, prevent outages, and optimize service delivery.
* Contribute to organizational efficiency by driving improvements in IT Service Desk practices and processes.
Requirements
* Experience in IT Service Management with a focus on modern IT operations.
* Expertise in ITIL Service Management, Incident Management, and IT Service Delivery.
* Strong team leadership experience managing IT Support engineers.
* Excellent analytical, communication, and presentation skills.
Benefits
* Supportive, valued, and committed team environment with career progression, staff benefits, and discounts.
* Flexible work options, parental leave, additional leave, novated leasing, discounts, and wellbeing programs.