Junior Service Delivery Manager

at  SICE Pty Ltd

This position will provide the delivery of a high-quality service to SICE customers and end users and ensure Service Delivery and Service Management processes are in place to meet business needs.
This position is a stakeholder facing role, which requires establishment and management of expectations within the business and to drive the service delivery team to achieve those expectations to a high standard, and implement or improve Service Management practices as required.
This position will be mainly assigned to the WM7S&M contract and support other contracts as required.

REQUIREMENTS

• Tertiary qualifications in IT or related field are desirable.
• IT Industry experience with 1-3 years’ experience in a Service Delivery, Service Management or a Business Analyst role, preferably within the ITS industry
• Knowledge of ITIL disciplines. ITIL certification is desirable but not essential
• Knowledge of Atlassian JIRA/Confluence stack of technology and applications is highly regarded.
• Excellent leadership and people management skills

• Act as a process owner for ITIL-based Service Operation processes and related toolsets.
• Management of ITIL disciplines: Incident, Request, Problem, Change, Release, CMDB, CSIP and Escalation processes (etc.) ensuring a high level of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Lead or participate in governance forums to ensure process compliance and drive continuous service improvement initiatives.
• Compile and analyse statistical data and trends relating to service process compliance and operational effectiveness and provide service reporting and insights to Senior Management as required.
• Act as an Incident Manager, take ownership of major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.
• Act as a Problem Manager, take ownership of problem cases and manage them to resolution.
• Act as a Change Manager, take ownership of changes to ensure changes are raised and represented at the Change Advisory Board (CAB).
• Incident, Problem and Change Manager functions are shared between multiple resources.
• Lead the development and maintenance of service level agreements (SLAs) in consultation with the business to establish incident & problem resolution expectations and timeframes to meet business objectives.
• Lead the development and implementation of action plans to address service/s underperformance.
• Guide the Service and Support in projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed.
• Maintain the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
• Make recommendations for Continuous Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
• Provide regular and accurate management reporting on Service performance.