Service Delivery Manager - It Operations

We have a new opportunity available for an experienced and “Adelaide based” Service Delivery Management professional who comes with a strong background supporting IT Operations and driving ITIL standards across an organisation in a Service Delivery type capacity.
  
The Service Delivery team is the face of technology across multiple IT teams, divisions, and third-party vendors, and is responsible for ensuring excellent service is delivered across the organisation. Through the establishment of best practice and continuous improvement and championing of IT Service Management (ITSM) and ITIL standards and practices, and this includes working with key business and IT stakeholders, Service Desk functions, and IT Operations delivery teams.
  
Your day to day focus is centred around Service Improvement and project initiatives that impact IT Operations at a large multi-team scale working across IT initiatives such as network developments, application upgrades, and end-user computing (EUC).
  
Role & responsibilities:

• Manage the day-to-day IT Service Delivery, ensuring adequate resource coverage across the business, to deliver a consistent level of Service Delivery capability that exceeds internal service level targets.
• Provide leadership to team members and put in place mechanisms to monitor Service Delivery levels, be the escalation point, resolving issues in a timely manner, working across incident, problem, change, and asset management areas.
• Contribute to and deliver the IT Service Management functions, including incident, problem, change, and asset management.
• Conduct regular reviews of IT Service Management policies and procedures aligned to ITIL standards as appropriate, with a focus on continuous service improvement, including automation of repetitive and/or low value tasks.
• Managing of 3rd parties delivering services to the organisation, including regular service reviews to ensure services are delivered to contracted levels.
• Maintaining operational documentation, including procedures, processes, knowledge base, and asset registers and providing regular service reporting.
• Work with peers to manage Service Delivery initiatives as it pertains to end user computing hardware, software and services, including regular site visits and key stakeholder meetings that promote two-way conversation.
• Work with peers to plan and prioritise key initiatives, and where appropriate facilitate resources to assist in delivery.

Skills & experience required:

• Proven experience working in an IT Service Management capacity, with ITIL service management knowledge and experience, ITIL V4 preferred.   
• Experience working across IT Operations to support Service Delivery management and transition of IT services.
• Experience establishing a continual service improvement culture.
• Experience in designing, building and maintaining project plans and schedules and ensuring adherence to PMO standards and processes.
• Demonstrated analytical and problem-solving skills and the ability to articulate ideas clearly to technical and non-technical people.
• Excellent relationship building skills to work effectively with internal business stakeholders.
• Experience and knowledge of Service Management principles, methodologies and tools.
• Proven experience with supporting Microsoft Infrastructure technology and operating systems in a Service Management capacity.
• ITIL certifications, V4 preferred.
• A passion for providing high levels of customer service and satisfaction. 

This is a rewarding opportunity to secure at the start of the new year in 2024, and with a vast amount of IT programs currently underway across the organisation, there is likely scope for this position to continue well into 2025 and beyond...