Ict Service Delivery Manager

ICT Service Delivery Manager

• $133,248 - $154,238 + Super

• ASAP Start - Permanent

• Penrith - WFH Flexible Hybrid Combination

• Working for Council

• Technology Services - Service Desk - Customer Service - Cyber

An exciting opportunity to work within a council organisation, with a high salary and permanent full-time role!

Your Role:

Your role as the ICT Service Delivery Manager is responsible for the provision technology services and Service Desk operations for Council.

Your focus will be on quality and timely customer service, meeting business needs in an effective and cost-efficient manner.

You will also support the Council's cyber security posture and risk program.

Your Duties and Background:

• You will maintain an ITIL compliant service desk for incident and problem management
• You will be responsible for customer service experience and deliver high quality ICT support
• You will receive, log and report on incoming service requests and ensuring customers are regularly informed
• You will use judgment and skills to provide Service Desk services, identify problems, and apply of action for resolution
• You will convey ideas/solutions to clients
• You will ensure improvement opportunities across all aspects of Service Delivery
• You will create user guides/self-serve solutions and introduce capability for stakeholders
• You will ensure Service Desk is up to date with new technologies and latest procedures
• You will maximise utilisation of Service Desk toolset
• You will provide coaching, support, and direction to team members
• You will ensure the team complies with relevant legislative and statutory requirements, industry codes, practices and standards
• You will provide technical expertise and guidance to support the cyber security posture and risk program
• You will assist ICT Operations Manager and Finance Business Partner in preparation of annual budget
• You will manage budget for allocated Cost Centres/Projects
• You will analyse budget data, and identify and report on trends

Your Desirable Criteria:

Ideal experience and qualities within-

• Tertiary qualification in Information Management, Information Technology, Business
• Administration or equivalent
• Experience managing cyber security operations and cyber security capability
• Extensive experience in customer management and customer engagement
• Experience in ICT Service Delivery in a Service Desk function, direct business engagement, and multiple technology domains
• Extensive expertise with the Microsoft ecosystem of software
• Ability to lead, manage and develop team members
• Experience in financial management to ensure operations are within allocated budget
• Understanding of Australian Cyber Security Centre's Essential Eight
• ITILv3 Certification with practical application
• Experience with a range of IT service management software

If you would like to be considered for this role, please click apply and submit your resume as MS Word Doc.
For more information please contact Jade Sherwood at jsherwood (@) aurec.com