IT Service Delivery Manager

IT Service Delivery Manager

Location: Melbourne

Role Purpose:

Are you a strategic thinker with a passion for IT service excellence? Kinetic is seeking an IT Service Delivery Manager to ensure the smooth operation and management of our IT infrastructure and support services. As a key member of our team, you will lead a team of 4 to 6 IT professionals and oversee the delivery of IT services by multiple managed service vendors. Your role will involve applying ITIL methodologies to manage the entire IT service lifecycle, including strategy, design, transition, operations, and continual improvement. You will also work closely with technology, providing hands-on technical support and guidance.

Key Accountabilities:

• Manage daily IT operations and support activities to ensure reliable, secure, and available IT systems.
• Monitor and assess IT service performance and availability using appropriate tools and metrics.
• Oversee IT service providers and vendors to ensure service delivery meets contract terms, KPIs, and SLAs.
• Handle IT service incidents, problems, changes, and requests, ensuring timely and effective resolution.
• Maintain and update IT service continuity and disaster recovery plans.
• Identify and implement IT service improvement initiatives to enhance service quality and efficiency.
• Manage the IT service budget and expenditures within allocated limits.
• Address IT service risks and issues, ensuring proper identification, assessment, mitigation, and escalation.
• Ensure compliance with IT service documentation and audit requirements.
• Lead and motivate the IT service team, ensuring engagement and performance.
• Provide technical support and guidance to both IT team members and business users.
• Report regularly to the Head of IT Infrastructure and Cyber Security and other stakeholders on IT service performance and issues.
• Stay updated on IT trends and technologies and assess their relevance to the organisation.

Desired Skills and Experience:

• Minimum of 5 years' experience in IT Service Management or a related field.
• ITIL V4 Foundation Certification and a strong understanding of ITIL, Essential 8, and ISO27001 frameworks.
• Relevant Microsoft or Cisco certifications.

Stakeholders:

In this role, you will actively manage relationships with both internal and external stakeholders. Externally, this includes vendors, contractors, and Managed Service Providers (MSPs). Internally, you will collaborate with the Senior Leadership Team (SLT), General Managers, and internal employees to align IT service delivery with corporate goals and priorities.

Qualifications and Experience:

To be successful in this role, you will need a Bachelor's or Master’s degree in Business Management, Information Technology, or a related field, coupled with a deep knowledge of IT Service Management processes and project management experience. Experience working with a geographically diverse team of IT professionals is also essential.

About Kinetic:

Kinetic is committed to delivering innovative solutions in a dynamic and high-energy environment. Join us and play a critical role in shaping our IT service delivery and supporting our mission to drive technological excellence.

Apply Now:

If you are a proactive IT Service Delivery Manager with a passion for leadership and a drive for service excellence, we want to hear from you. Submit your application today!

Kinetic is an Equal Opportunity Employer.