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
Let's Connect
Tass.Hassoun@au.manpowergroup.com
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State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856
