Junior Service Delivery Manager
SICE Pty Ltd, Australia

This role will provide the delivery of a high-quality service to SICE customers and end users and ensure Service Delivery and Service Management processes are in place to meet business needs.

This is a rewarding stakeholder facing position, which requires establishment and management of expectations within the business and to drive the service delivery team to achieve those expectations to a high standard, and implement or improve Service Management practices as required.

• Act as a process owner for ITIL-based Service Operation processes and related toolsets.
• Management of ITIL disciplines: Incident, Request, Problem, Change, Release, CMDB, CSIP and Escalation processes (etc.) ensuring a high level of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Lead or participate in governance forums to ensure process compliance and drive continuous service improvement initiatives.
• Compile and analyse statistical data and trends relating to service process compliance and operational effectiveness and provide service reporting and insights to Senior Management as required.
• Act as an Incident Manager, take ownership of major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.
• Act as a Problem Manager, take ownership of problem cases and manage them to resolution.
• Act as a Change Manager, take ownership of changes to ensure changes are raised and represented at Transurban Change Advisory Board (CAB).
• Incident, Problem and Change Manager functions are shared between multiple resources.
• Lead the development and maintenance of service level agreements (SLAs) in consultation with the business to establish incident amp; problem resolution expectations and timeframes to meet business objectives.
• Lead the development and implementation of action plans to address service/s underperformance.
• Guide the Service and Support in projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed.
• Maintain the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
• Make recommendations for Continuous Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
• Provide regular and accurate management reporting on Service performance

Requirements

• Tertiary qualifications in IT or related field are desirable.
• At least 3 years IT Industry experience with 1-3 years’ experience in a Service Delivery, Service Management or a Business Analyst role, preferably within the ITS industry. Experience in in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Knowledge of ITIL disciplines
• Excellent leadership and people management skills

Benefits

• Be part of large scale infrastructure projects.
• Genuine opportunities for learning and growing in a cross-functional, multi-cultural team.
• A collaborative and supportive work environment where everyone has the chance to make a difference.
• Access to employee benefits (EAP, employment anniversary leave, training etc)

SICE ANZ is an Equal Opportunity Employer and we invite you to be part of an organization that promotes a diverse, inclusive and collaborative working environment.

Due to the high volume of applications received, only successful candidates will be contacted. We apologise for the inconvenience.

Unsolicited applications from recruitment agencies will not be accepted.

Job Rewards and Benefits