Job Overview
As a Manager of IT Service Delivery, you will oversee the efficient delivery of IT services supporting Defence Theatre Logistics contract. You will manage service-level agreements (SLAs), lead service teams, and drive operational excellence to ensure high levels of customer satisfaction.
The Opportunity
This is an exciting opportunity for an experienced IT Service Delivery Manager to take on service delivery leadership, ITSM excellence, and delivering customer-focused solutions with strong leadership capabilities.
Key Responsibilities
* Manage end-to-end IT service delivery, ensuring alignment with agreed service levels and ITSM frameworks like ITIL.
* Act as primary liaison between IT, internal stakeholders, and external customers to understand needs and manage expectations.
* Lead and develop high-performing IT support team, fostering culture of continuous improvement and customer service excellence.
* Monitor and report on service performance, including KPIs and SLAs, and drive improvements through regular service reviews.
* Identify and implement process improvements, focusing on automation, standardization, and operational efficiency.
* Oversee vendor relationships, ensuring service levels are met and managing contracts and performance evaluations.
About The Ideal Candidate
* Bachelor's degree in IT, Computer Science, or related field, with extensive experience in IT service delivery or operations.
* Strong knowledge of ITIL framework; certification preferred.
* Proficiency in ITSM tools such as ServiceNow.
* Experience managing global or multi-location IT service delivery environments.
* Project or service management certifications highly regarded.
* SAP ERP experience and Baseline or NV1 security clearance advantageous.
What Makes Us Unique
We solve problems with curiosity and collaboration. Our global team works together in friendly, caring environments with autonomy to make impactful decisions, backed by industry-leading training and opportunities for growth.