Information Technology Service Delivery Manager
at
Better Staff
Victoria, Victoria, Australia
-
Full Time
Start Date
Immediate
Expiry Date
02 Feb, 27
Salary
120000.0
Posted On
04 Nov, 26
Experience
18 year(s) or above
Remote Job
Yes
Telecommute
Yes
Sponsor Visa
Yes
Skills
Industry
Financial Services & Insurance
Description
Key responsibilitiesLead and develop the L1 and L2 service desk function, ensuring effective ticket management, prioritisation, escalations and SLA performance.
Establish consistent service delivery processes, improving first contact resolution, response times, customer satisfaction and overall operational efficiency.
Manage field engineering operations and dispatch across Sydney, Wollongong and Melbourne, optimising resource allocation and utilisation.
Take ownership of internal IT operations, including Microsoft 365, devices, security, business systems and infrastructure.
Work closely with senior technology leadership, engineering and project teams to coordinate L3 escalations, project delivery and service transitions.
Drive service desk automation, knowledge management, self service capabilities and continuous improvement initiatives.
Manager technology vendors, OEM relationships and partner accreditations, ensuring service quality and technical capability.
Monitor operational performance through KPIs, reporting, service reviews and customer feedback.
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