IT Service Delivery Manager

Role Overview

• Overall accountability for Service Delivery across the Innovior(AU/NZ/PH/IN)
• Continually driving improvements in efficiency, productivity, and quality of service delivery
• Overall accountability for Service Management framework and processes across Innovior
• Ownership of change management
• Conduct, analyse and document post-implementation reviews, build key learnings into future change management plans
• Owning Innovior Major Incident Management (MIM) processes for critical incidents, including coordination across support teams and stakeholders
• Actively participating in and drive compliance with PCI, IRAP and ISO27001 framework and compliance
• Building and maintaining the brand of the Innovior IT team within the Probe Group through communication and advertising of team achievements
• Delivering service level management reporting to meet business, operational and strategic management needs
• Ensuring relevant IT operational standards, processes and procedures are documented, updated and complied with
• Coordinating responses to Account Executives relating to RFIs/RFPs etc where IT input is essential
• Liaise with Key Stakeholders within both Operational team and support team to ensure complete delivery of improvements
• Ensure all Probe Group policies, including Business Management System and Security policies and procedures are adhered to.
• Ensure Work Health and Safety policies and procedures are adhered to.
• Ensure you, and employees within your area of responsibility, take care at all times to work in a safe manner and report workplace hazards.

Requirements

• Demonstrated ability to lead teams and bridge business and technology leaders
• Ability to effectively communicate to multiple stakeholders at various levels
• Demonstrated skills and experience in a customer service environment (5 years +)
• Background and technical experience in a complex support environment
• Extensive customer, vendor, and stakeholder management experience
• Experience of monitoring and controlling risks and issues to ensure adherence, compliance, and retention of industry standard (PCI, IRAP, ISO 27001)
• Experience and certification in ITSM (minimum ITIL v.3 Foundation qualified)
• Experience with FreshService ITSM tool is advantageous
• Experience in a consulting work environment, where helpdesk is supporting external customers to the helpdesk organisation
• Exceptional communication skills

Tech Stack

• ITSM

Benefits

• Flexibility in working hours
• Professional development opportunities