Manager, It Service Delivery

Information Technology ServicesFull-time, continuing (permanent) positionBase salary will be in the range $108,975 - $122,176 + 17% SuperannuationBased at St LuciaAbout This Opportunity Join our team as a Manager, IT Service Delivery responsible for managing the teams delivering customer support to the clients, including performance management, staff development and ensuring the job queue is effectively managed. The role will also deal with client issues escalated to it from team members and will have a strong focus on process improvement to achieve further efficiencies in Service Delivery.Key responsibilities include:Adopt and promote sound cyber security practices in compliance with UQ’s Cyber Security Policy and according to cyber security procedures and standards developed by the University or DivisionManage the team to meet its day-to-day operational key performance indicators and project management objectives.Ensure all aspects of human resource management are conducted effectively in accordance with University policies and procedures.Lead and maintain a culture of service improvement.Ensure escalated client issues are dealt with promptly and appropriately.Ensure SLA standards are met within the team and that job queues are managed effectively to ensure prompt and effective support for clients, particularly through the promotion of customer enabled service and remote support as first options.Undertake investigation, evaluation, and reporting on the delivery of improved processes, systems, tools, and standards, and implement improvements within the team.Manage interactions with Tiers 1, 2 and 3 support from other teams and service providers to ensure appropriate solutions are provided and a knowledge base maintained.Coordinate the project management of medium-sized information technology projects for clients, working closely with the…
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