Service Delivery Manager

1. Provide Service Desk Operations
Major Actions
* Maintain an ITIL compliant service desk for incident and problem management.
* Taking full responsibility for customer service experience and consistently striving to deliver
high quality ICT support.
* Receive, log and report on incoming service requests and ensuring customers are regularly
informed on the progress of their request.
* Use judgment and problem-solving skills to provide Service Desk services, identify problems,
and apply the most appropriate course of action for resolution.
* Use communication and interpersonal skills to convey ideas/solutions to clients.
* Champions continuous improvement opportunities across all aspects of Service Delivery.
* Create user guides/self-serve solutions and introduce capability for internal stakeholders as
required.
* Ensure Service Desk is up to date with new technologies and latest procedures.
* Maximise utilisation of Service Desk toolset.
2. Service Delivery Management
Major Actions
* Plan the appropriate sequence of activities and coordination of resources.
* Provide timely information for minor and major system outages.
* Provide technical expertise and guidance to support 's cyber security posture and risk
program.
* Track resolution of service requests to evaluate performance and training needs.
* Provide overview of performance through management reports as requested.
* Guides continuous improvement efforts for the service.
* Actively participate in CAB to ensure that all changes are reviewed and forecast any impact it
may have on the user experience and Service Desk workload
* Liaise with multiple vendors for issue / request tracking
* Manage asset and inventory for ICT hardware
* Participate in RFPs / Tenders as per the Procurement guidelines
Key Result Areas
3. Team Leadership
Major Actions
* Provide coaching, support and direction to team members.
* Ensure the team complies with relevant legislative and statutory requirements and/or industry
codes, practices and standards
* Evaluate and report on performance through the MyPlan (performance) processes.
* Identify and act on team training and capability needs
* Contribute to the development of training plan for the section in consultation with the
management team
* Facilitate and encourage a cooperative team environment
* Ensure all attempts are made to effectively resolve conflicts within the team environment
* Follow policy if disciplinary action is required
* Assist in the response to resourcing needs
4. Financial Management
Major Actions
* Assist ICT Operations Manager and Finance Business Partner in preparation of annual budget
for managed Cost Centres/Projects
* Manage budget for allocated Cost Centres/Projects
* Analyse budget data, and identify and report on trends
* Manage 's assets held
5. Customer Service
Major Actions
* Provide effective service to customers, internal and the community
* Accurately identify the needs of customers and take appropriate action to satisfy customer
needs
* Present a positive image of
Qualifications, Experience and Specialist Skills & Knowledge
Essential
* A tertiary qualification in Information Management, Information Technology, Business
Administration or equivalent.
* Demonstrated experience managing cyber security operations and cyber security capability.
* Extensive experience in customer management and customer engagement.
* Proven experience in ICT Service Delivery in a Service Desk function, direct business
engagement, and multiple technology domains.
* Extensive expertise with the Microsoft ecosystem of software.
* Demonstrated ability to lead, manage and develop team members.
* Demonstrated experience in financial management to ensure operations are within allocated
budget.
Desirable
* Sound understanding of Australian Cyber Security Centre's Essential Eight.
* ITILv3 Certification with practical application.
* Experience with a range of IT service management software.