Service Delivery Manager

Location Melbourne
Discipline Government
Job reference 165200
Salary Negotiable

One of our large clients is currently looking for a Service Delivery Manager (Customer & Platform) to join their team on a seven month contract role.

Duties of the role:

  • Accountable for continuously developing service management framework and processes to drive service delivery excellence.
  • Team management and operational leadership to ensure customer and partner agency issues are resolved within agreed service level targets.
  • Accountable for operational vendor management including OLA & SLA frameworks, operational governance, managing vendor performance and resolving.
  • Accountable for major incident management including ensuring timely detection and restoration of services impacted by major incidents.
  • Responsible for ensuring service delivery execution is in line with existing ITSM processes, and work closely with ITSM process owner to evolve ITSM processes.
  • Ensure service readiness for new services by championing service management standards and patterns and by actively contributing to architectural reviews and project requirements to ensure service readiness.
  • Proactively manage risks on production platform using formal risk management and employ CSI techniques to improve service delivery and optimize associated costs.
  • Identify future improvement and enhancements to processes and systems through gathering and analysis of existing information and preparation of briefs describing needs, opportunities, and potential solutions.
  • Provide subject matter expertise in areas of IT Service Management and associated tools, AWS cloud services, SaaS, and networking and maintain support technology landscape.
  • Managing stakeholders and providing regular management reporting covering key elements of service delivery including SLA metrics and KPIs.

Key Selection Criteria

  • First and foremost - A proactive and customer focussed mindset to drive service delivery excellence combined with extensive experience in IT Service delivery in a complex environment.
  • A technical background with experience and understanding of agile SDLC and good overview of?SaaS and Cloud technologies,?monitoring and logging tools, DevSecOps?and?IT security.
  • Leadership skills with an ability to lead teams and drive resolution to problems in a structured manner.
  • Demonstrated leadership experience in vendor management with focus on ensuring service integration and management to deliver end to end service delivery.
  • Excellent stakeholder management skills focussing on keeping stakeholders satisfied by proactively managing comms. and by implementing and tracking key service metrics.
  • Proven understanding of ITIL and an ability to apply ITIL concepts to deliver continuous improvement and setting up Service management tool (Jira Service Management).
  • An ability to collaborate and build strong relationships through the organisation to achieve service delivery objectives.
  • Excellent written and oral communication skills to deliver executive briefs, analysis and reporting

Desired qualifications / practical experience

  • ITIL v3/4 qualified and AWS certified.
  • Experience with Atlassian Toolsets (Jira, Confluence, Bitbucket, Jira Service Management
  • Experience with process improvement methodologies such as Lean, value stream mapping.

Apply today or reach out for any questions.

Tass Hassoun
Recruitment Specialist

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