AddressNumber of Positions Available: 1 Start your career with The Salvation Army today! We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to review our current vacancies.
ABOUT US The Salvation Army is a Christian movement and one of Australia’s largest and most-loved charities, helping thousands of Australians every year find hope in the midst of all kinds of personal hardship. The Salvation Army offers the opportunity to use your professional skills and expertise to make a real difference in the lives of people who need help most.
About the Role We are seeking a IT Service Delivery Manager , for a Permanent opportunity in Blackburn, VIC or THQ Redfern , NSW. This position is responsible for leading the day-to-day Salvos Stores Service Desk team including , overseeing incidents, service requests, and problems, ensuring timely resolution and adherence to SLAs across our vendors and internal service providers.
Responsibilities include vendor management, regular analysis and reporting of Service Delivery metrics, continuous service improvements, general and technical support, offering advice, facilitating information exchange and promoting knowledge transfers across Salvos Stores Service team members, whilst ensuring the delivery of delightful customer experience. Key Responsibilities: You will be successful in this role if you can: Directed the day-to-day operations of the Salvos Stores service team, ensuring timely and effective resolution of team member issues and requests. Oversee all incidents, service requests and problems pertaining to Salvos Stores Service Desk Ensure quality of service through appropriate measures such as surveys; and implement controls to improve accordingly
In consultation with key leadership team, develop, monitor and deliver against agreed metrics/SLAs and develop strong collaborative relationships with key personnel to ensure strategic and operational alignment to IT services Regular analysis conducted to determine trends, patterns and opportunities for improvement Review, approve and publish the development of knowledge-based articles to expedite resolution of issues Coordinate with internal teams and external vendors to optimise Service Delivery processes and workflows that result in increased first call resolution. Liaison for vendor relationships, defining service levels, and monitoring performance Review vendor contract and agreements to ensure compliance with service level commitments and contractual obligations Collaborate with vendors to resolve issues, escalate concerns, and drive continuous improvements in Service Delivery. Mentor and provide guidance to the Salvos Stores Service Desk team members to improve customer experience Provide input to Initiatives that form the SS IT Roadmap Recruit, select, induct, develop and manage performance of staff to ensure all objectives are met, as per HR requirements Foster a culture of collaboration, accountability, and continuous learning with the service desk team.
Qualifications and Experience: Qualifications: Degree in Computer Science or Business is mandatory ITIL Foundation Certification is mandatory; ITIL practitioner certification is highly regarded Experiences: Proven experience in leading a Salvos Stores Service Desk of a large enterprise Demonstrated knowledge and experience in IT Service Delivery, ITIL and delivering exceptional customer experience Technical knowledge and experience across technologies such as I Windows 10, Windows Server, Office 365, security applications, enterprise applications, deployment, Microsoft services such as active directory and desirable POS systems (Retail IT Applications) Experience with ServiceNow is highly regarded Requirements of the Role: A national police record check is required. Why work for us
In return we offer our eligible employees real and meaningful benefits such as: Positively supporting and impacting the lives of others through your career contribution An inclusive culture of dedicated, passionate and professional team members NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits Flexible working conditions Paid parental leave Financial, retail and lifestyle discounts and benefits Employee Assistance Program - Independent confidential counselling service Opportunity for career development How to Apply
Should you be interested, please submit a copy of your resume and cover letter. In the cover letter (maximum two pages) explain your suitability for the role including examples demonstrating capabilities and addressing the questions below. Why are you passionate about working with the Salvos?
How do your values and those of the Salvos align? Describe your experience in culture, organisation and operating model change projects. From your experience, what makes these different to other types of projects?
The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.
The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check.
Applicants for all roles require a mandatory National Police Check. We value Integrity, Compassion, Respect, Diversity, and Collaboration At the Salvos, we believe in doing good that transforms lives and futures for the better.
And it is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity. Mission, Vision & Values
The Salvation Army is a Christian movement dedicated to sharing the love of Jesus. We share the love of Jesus by: Caring for people Creating faith pathways Building healthy communities Working for justice
When you work with the Salvos, you help make a real difference to the community and the lives of others. Find more information here. Check out how we’re bringing some more good in the world.
Why work with the Salvos? The Salvation Army offers a range of employment opportunities across the organisation, including those in community programs, aged care, retail, employment services, corporate and other support services. When you choose to work with the Salvos, you choose to believe in doing good that transforms the lives of people and communities facing hardship or crisis.
So, if you are passionate about work that has purpose and satisfaction, are keen on delivering social and sustainable outcomes that change lives, we want to hear from you. Our employees have access to a range of benefits, plus personal development and career diversity opportunities that deliver real and meaningful benefits. Enjoy flexible working arrangements and a healthy work-life balance, generous salary packaging opportunities, parental leave, purchase leave schemes and much more.
The Salvation Army encourages people from all backgrounds, abilities, and identities to apply. We are committed to fostering an inclusive environment that accepts and recognises every person, embraces their strengths and differences, and provide opportunities for all people to achieve their highest potential. Check out our career page to find out more about our recruitment process and what its like to work at the Salvos.
We are always on the lookout for individuals keen to help us fulfil mission to support those in need. Along with contributing their valuable time to a good cause, volunteers bring much-needed vitality and a fresh perspective through their ideas to the range of roles we have on offer. Whatever your skillset, availability, or areas of interest, we are keen to hear from you.
Check out our volunteer opportunities here.
