Service Delivery Lead

Service Delivery Lead

Robert Half has partnered exclusively with a small organization that has a stellar reputation across Brisbane's IT market. Due to growth within the organization, our client is looking for a skilled Service Delivery Lead to join the team. This role would suit someone in a Service Desk Team Lead role who has ambitions to be a Service Delivery Manager, or an established Service Delivery Manager where they can have a lot of input in future direction.

Key Responsibilities:

• Manage the workflows for a team of 5, ensuring SLAs are met.
• Develop and maintain strong relationships with clients, stakeholders, and team members.
• Manage and mentor a team of Service Delivery professionals, providing guidance and support as needed.
• Act as an escalation point for the service desk, resolving tickets as required.
• Assist with the management of key accounts.
• Identify opportunities for process improvement and implement changes to increase efficiency and effectiveness.
• Monitor and report on Service Delivery performance metrics, such as customer satisfaction, service level agreements, and incident response times.
• Manage vendor relationships and contracts related to Service Delivery, ensuring that vendors meet their obligations and deliver value for money.

Requirements:

• Minimum of 2 years' experience in either a Service Desk Team Lead or Service Delivery role.
• Proven leadership & mentorship ability.
• Proven ability to manage multiple projects and priorities.
• Experience working across the Microsoft Tech Stack to at least a L2 ability.
• Commercial exposure working to ITIL standards.

What's in it for you?

• A chance to expand your skillset, developing into a Service Delivery Manager
• A strong mentor in the Director who wants to invest heavily in this candidate.
• Flexible working arrangements.
• An environment that has a strong sense of team and a lack of bureaucracy.
• Paid parking on site.
• A chance to have a large impact on how business is conducted and facilitate future growth.

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