IT Service Delivery Manager

Role Overview

As our IT Service Delivery Manager, you will be responsible for the overall governance of our technology and digital platform, uplifting our ways of working and enhancing our employee user experience. This role is full of variety with a chance to use both your technical knowledge and relationship building skills.

What You Will Do

Your primary focus will be on the overall governance of our technology and digital platform, driving improvements in efficiency, productivity, and quality of service delivery. You will be responsible for service management framework and processes, change management, and major incident management.

Why It Might Be a Fit

We are looking for a senior IT professional with a proven track record of delivery across complex programs involving cross-functional teams. You will have experience in ITSM, service management frameworks, and a strong background in customer service and stakeholder management.

Requirements

• Relevant tertiary qualifications
• Substantial experience within similar role
• Demonstrated ability to lead teams and bridge business and technology leaders
• Ability to effectively communicate to multiple stakeholders at various levels
• Demonstrated skills and experience in a customer service environment (5 years +)
• Background and technical experience in an complex support environment
• Flexible but methodical and thorough approach - process oriented
• Provide superior analytical skills in solving resource conflicts and problems as they relate to service delivery to the customer base
• Extensive customer, vendor, and stakeholder management experience
• Experience of monitoring and controlling risks and issues to ensure adherence, compliance, and retention of industry standard (PCI, IRAP, ISO 27001)
• Proven track record of delivery across complex programs involving cross-functional teams
• Experience and certification in ITSM (minimum ITIL v.3 Foundation qualified)
• Experience with Service Management frameworks (E.g., ITIL) to manage service performance
• Experience with FreshService ITSM tool is advantageous
• Experience in a consulting work environment, where helpdesk is supporting external customers to the helpdesk organisation
• Experience with RPA, Salesforce, Data & Analytics, ServiceNOW all advantageous
• Automation and digitising end user experiences is desirable
• Exceptional communication skills

Benefits

• Remote work location
• Opportunity to work with a leading boutique Digital Transformation consultancy
• Chance to influence internally within our Operation teams and work closely with Innovior clients to meet their business requirements