Senior Service Delivery Officer

Ethan Group is one of the largest privately-owned service providers within the Australian ICT industry. We are known for our entrepreneurial spirit and can-do culture, and pride ourselves on our innovative thinking and best-in-class service.

Job Description:
We are seeking a dynamic and experienced Senior Service Delivery Officer to lead and be accountable for the Service Delivery and support for computers, information systems, and communications within our client's organisation. This role involves managing a small IT team, overseeing vendor relationships, and ensuring the effective implementation and maintenance of business computing needs.

Responsibilities:

• Own and manage Customer Service and Service Delivery for IT
• Serve as the lead for Service Now within the business
• Manage IT work queue and ticket assignment
• Provide Service Delivery reporting
• Support the business on IT issues within agreed internal SLA’s
• Assist with the Management and Support of business IT and Communications Systems
• Manage Vendor relationships to agreed SLA’s
• Lead Change Management and guide the CAB
• Own the management and updating of documentation
• Work with key vendors to ensure E8 and ISO 27001 alignment and reporting
• Liaise with business and stakeholders on current and future state planning of electronic data operations
• Design, develop, implement, and coordinate systems, policies, and procedures
• Manage and own IT hardware and software audits
• Ensure end-user technology is accessible and equipped with current hardware and software
• Troubleshoot hardware, software, and network operating systems as required
• Identify problematic risk areas and communicate for mitigation
• Own and manage incident management, problem management, root cause analysis, and change management following internal ITIL processes
• Preserve assets, information security, and control structures
• Assist with the annual budget and ensure cost-effectiveness across the department
• Assist the team with work queue management, ticketing tools, and PDP/KPI plans
• Collaborate with internal and external teams on business-defined projects requiring IT support
• Work with the team to identify and improve processes, systems, and create efficiencies within the business
• Adhere to and ensure compliance with all company IT, Finance processes, and company policies

Accountabilities:
Financial Excellence:

• Look at cost savings where possible without detriment to service or output
• Promote the elimination of waste and cost containment/improvement

Leadership & Culture:

• Provide leadership and guidance to support business objectives
• Oversee the formulation, implementation, and review of short- and long-term goals in accordance with company strategy
• Lead by example in promoting organizational values and the objectives of the strategic plan

Workplace Health & Safety (WHS):

• Take reasonable care for your own health and safety
• Ensure compliance with any reasonable instruction and training given
• Co-operate with any reasonable policy or procedure relating to health, safety, or environment at the workplace
• Attend and actively participate in consultative arrangements such as toolbox talks and risk assessments
• Report hazards, incidents, accidents, or near-hits to your supervisor
• Use machinery and equipment in accordance with procedures and training
• Be familiar with evacuation and emergency procedures
• Minimize waste and separate reusable and recyclable materials
• Set an example for fellow employees by implementing workplace health and safety ideas in the maintenance department

About you

• ITL V3 or V4 foundation
• 1-year minimum supervising and team management experience
• Supporting distributed Microsoft environments
• Mobile Device Management administration (Microsoft Intune)
• Windows 10 Support
• Excellent knowledge of MOE and group policies
• Active Directory design, maintenance, and hands on experience
• Microsoft 365 Administration Experience
• Some experience with ISO27001 and E8 Alignment
• Previous experience and proven success in a similar role
• Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems, and Mitel and Teams phone systems
• Excellent project management skills and strong ability to prioritise
• Excellent communication written and verbal communication skills with effective rapport building skills with a varied audience
• Positive can-do attitude
• Ability to work on all tasks from password resets to large projects
• A team player with respect for self & others
• Self-starter who takes pride in their work and strives for excellence
• Thrives under pressure
• Embraces changes
• Passion for producing quality work