IT Service Delivery Manager

This is an excellent senior role within Innovior Internal IT department. A part of the business where you can influence internally within our Operation teams and work closely with Innovior clients to meet their business requirements. This role is full of variety with a chance to use both your technical knowledge and relationship building skills. 

As our IT Service Delivery Manager your primary focus will be the overall governance of our technology and digital platform, uplifting our ways of working and looking at every touch point that our people interact with our platforms to enhance our employee user experience.

Main Activities and Responsibilities: 

• 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.

Core Competencies:

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations
• Ensure key function policies are in place & are current
• Drive & implement operational excellence in function/line of business
• Automation and reduction of tickets, changes and outages within the environment
• Ensure compliance within function/line of business

& industry associations, managers, peers & direct reports

• Establish & manage effective  relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive team

Key Skills and Capabilities:

• 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 an complex support environment
• Flexible but methodical and thorough approach - process oriented
• Provide superior analytical skills in solving resource conflicts and problems as they relate to service delivery to the customer base
• 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)
• Proven track record of delivery across complex programs involving cross-functional teams
• Experience and certification in ITSM (minimum ITIL v.3 Foundation qualified)
• Experience with Service Management frameworks (E.g., ITIL) to manage service performance
• Experience with FreshService ITSM tool is advantageous
• Experience in a consulting work environment, where helpdesk is supporting external customers to the helpdesk organisation
• Experience with RPA, Salesforce, Data & Analytics, ServiceNOW all advantageous
• Automation and digitising end user experiences is desirable
• Exceptional communication skills

Qualifications and Typical Experience: 

• Relevant tertiary qualifications
• Substantial experience within similar role

Other Position Requirements:

• Subject to business demands, additional hours may be required
• Satisfactorily pass and maintain a character clearance / and security check to client standards inclusive of a Police check
• Satisfactorily evidence identity