AddressAbout the College
St Augustine's College - Sydney is a Catholic Congregational school for boys in Years 5 to 12, teaching the Augustinian values of Truth, Love and Community. The College has a strong academic tradition and commitment to pastoral care.
The College is seeking an experienced Manager - IT Service Delivery to lead our Helpdesk and Business Application Solutions team. The ideal candidate will have a strong background in IT service management (ITSM), excellent leadership skills, and a commitment to delivering exceptional customer service. This role is vital in ensuring smooth and efficient IT operations within our school, supporting both educational and administrative functions.
This new position within the school has increased responsibilities to foster and develop a Business Application Solutions team that will actively configure and support existing applications to meet stakeholder needs, in addition to driving improvements in the more traditional Service Management functions. Upon commencement, the position will have 4 direct reports, with expected growth as the Business Application Solutions team is established over the next 12 months.
As the Manager IT Service Delivery, your responsibilities will include:
- Lead and manage the Helpdesk and Business Application Solutions team to achieve business goals and objectives, ensuring timely resolution of IT issues and requests.
- Implement and manage ITSM best practices to enhance Service Delivery and operational efficiency.
- Facilitate and support the Business Application Solutions team in identifying and implementing configuration improvements to optimize application use.
- Ensure supported applications have agreed improvement plans, monitor these improvements, and prioritize work across enhancements and break/fix activities
- Act as the primary point of contact for IT service-related issues, ensuring a high level of customer satisfaction.
- Lead, mentor, and develop the IT support team, fostering a culture of continuous improvement and customer focus.
- Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service performance.
- Monitor and report on service performance metrics, providing regular updates to senior management.
- Manage relationships with external vendors and service providers to ensure quality Service Delivery.
Essential Qualifications, Knowledge and Experience:
- Proven experience as an IT Service Delivery Manager, Helpdesk Manager, or in a similar role.
- Strong understanding of ITSM frameworks, specifically ITIL.
- Demonstrated ability to apply IT in solving business problems.
- Minimum of 5 years of experience working in related Information Technology functions.
Desirable Qualifications, Knowledge and Experience:
- Minimum of 5 years of experience working in related Information Technology functions.
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Experience in identifying, configuring, and implementing business application improvements.
- Experience with agile methodologies and practices, focusing on iterative development and continuous improvement aligned with business needs.
- ITIL certification or other relevant certifications.
- Experience in an educational environment or similar setting.
- Experience managing major incidents and familiarity with Cyber Incident Response processes.
- Knowledge of server and client hardware and software, including Windows Server, PC, and Mac OS X operating systems.
- Knowledge of IT connectivity, including network, Wi-Fi, and firewalls.
- Familiarity with infrastructure backup and disaster recovery processes.
- Knowledge of virtualization technologies (e.g., Hyper-V).
- Knowledge of cloud hosting services (e.g., Azure).
St Augustine’s College is committed to child safety. The College regards its child-safeguarding responsibilities with the utmost importance and is committed to providing appropriate recruitment practices, staff education and policies and procedures to ensure compliance with all relevant child-safeguarding laws and regulations, and to maintain a child-safe culture. All potential employees will be subject to processes relating to child protection, including the requirement to hold or obtain a valid Working With Children Check.
We offer a range of staff benefits including:
- Additional annual leave and personal carers leave
- Fantastic culture
- Range of supported internal and external professional development opportunities
- Regular staff lunches and morning tea
- Salary sacrifice options
Applications, including curriculum vitae and the names and contact details of three referees, should be submitted in PDF format via our website.
APPLICATIONS CLOSE SUNDAY 14 JULY HOWEVER WE WILL BE CONSIDERING CANDIDATES AS THEY APPLY AND POTENTIALLY PROCEEDING WITH INTERVIEWS AND APPOINTMENT SO ENCOURAGE EARLY APPLICATION.
For further information regarding this position, please contact Camilla Smith via email ***********@saintaug.nsw.edu.au
No agency inquiries, please.
