Service Delivery ManagerSeven Hills, NSW
- Western Sydney location | Onsite parking | Flexible work arrangements
- Competitive salary + generous employee benefits
- Great company culture | High performing team
- Technical Support: Provide technical assistance to all IT teams and the broader Kennards family, including external vendors when needed.
- Problem Resolution: Investigate and troubleshoot issues across the application suite, from initial triage to resolution.
- Documentation: Maintain and update technical documents and procedures.
- Leadership: Coach and mentor staff to meet KPI targets and support functions effectively.
- Ensure high-performance Service Delivery across all channels driven by KPI metrics.
- Oversee day-to-day Service Desk operations.
- Cultivate relationships with Branch/Area Managers and support vendors.
- Implement processes across IT support teams and the broader business, fostering internal team cohesion.
- Monitor the Infrastructure landscape to ensure all systems are functioning as expected.
- Collaborate with the IT Team to establish and refine metrics for monitoring application performance.
- Implement and manage Service Delivery processes and procedures effectively
- 3+ years of experience in roles such as Service Delivery Manager, Service Desk Team Leader, or equivalent.
- Demonstrated expertise in people leadership, fostering positive team cultures, and coaching individuals to drive high performance.
- Exceptional oral and written communication abilities.
- Proficiency in time management and multitasking.
- Extensive experience in vendor management.
- Proven capability in developing and overseeing KPIs for direct reports.
- Outstanding stakeholder management skills, adept at cultivating strategic relationships and managing expectations across diverse stakeholder groups.
- Strong and verified technical acumen, analytical prowess, and troubleshooting proficiency.
- Microsoft O365 platforms
- Intune for the management of Windows 10 desktops & laptops
- Jira/Confluence suite of tools is desirable.
- Cyber Security focused with the mindset of 'Security First” approach.
- ITIL Service Desk
- Profit Share bonus
- Paid parental leave
- Career progression and internal transfer opportunities - across state and international borders
- Staff discount rates on our hire gear
- Annual awards night, team BBQs and many other fun social events
- Flexible work arrangements are available, including hybrid working.