Service Delivery Manager

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• Location Parramatta CBD with access to hybrid work arrangements
• Full time ongoing opportunity (35 hours per week)
• Salary from $120,859 to $133,183 pa. + super and annual leave loading
• Diverse and inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport

Your role

As the Service Delivery Manager you will oversee service delivery and manage stakeholder relationships to improve customer focus and service performance. Review KPIs and mobilise activity to address risks and opportunities.

You will be the customer advocate, support client engagement, ensure service catalogue is current and Customer Satisfaction is meets or exceeds the IDS Division’s goals. Manage delivery of new services into operations.

What you’ll do

• Drive accurate and timely service delivery to meet service level agreements by being the client advocate and promoting KPIs, performance reporting and effective ticket management
• Support Managers to maximise the performance of IDS services by identifying opportunities to improve processes, procedures, system usage and functionality, knowledge and communication and coordinating improvement projects
• Maintain positive relationships between the IDS, clients and strategic partners through regular meetings and contact to understand and resolve customer service issues, communicate IDS messages and partner with clients to plan for forecast and unplanned challenges
• Manage the development and review of Service Level Agreement (SLA's) with internal IDS stakeholders, Customers and vendors
• Provide detailed Service Level and KPI reports to internal IDS stakeholders and Customers and actively manage compliance with Service Level Targets
• Actively participate in IDS Service Management processes, with special focus on incident management and request fulfilment responsibilities
• Participation in on-call after-hours major incident management roster (if required) and at times act as secondary for the major incident management during business hours

What we’re looking for

• Ability to improve IDS service delivery in a formal Service Management environment for a large and complex organisation working across the branch, service delivery partners and clients
• Tertiary qualifications in related ICT activities or relevant experience
• ITIL Foundation Certificate or equivalent experience
• Highly developed stakeholder engagement skills, and proven communication and interpersonal skills.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

To apply directly via the DCJ Careers site click here . Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Click apply, attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages) addressing the 2 targeted questions below with a brief outline on how you meet the requirements of the role:

• Can you describe a process improvement you have implemented and describe what impacts it had to the business?
• ServiceNow is heavily used within DCJ. It is one of our main reporting tools used to assist with monthly reporting for incidents, requests, and changes. Can you describe your experience with ServiceNow or other ITSM tools for producing monthly reporting for clients?

Applications close Wednesday 3rd July 204 at 11:59pm AEST.

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Stephanie Hughes 02 8688 0027 or via [email protected]

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

Thank you for your interest in this role. We look forward to receiving your application.