Service Delivery Manager

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.