Service Desk & Delivery Manager - Flexible

at  AMA Group

Work options: Flexible

Multiple office locations available.

• Work for an established ASX listed company with a strong presence in the collision industry
• Great collaborative work environment with 150+ locations
• Competitive salary and benefits package with opportunities to work flexibly

AMA Group is the leader in collision repair, with the biggest network of facilities across Australia and New Zealand, supported by Australia’s leading distributor of vehicle parts and accessories. Our Team provides repairs for light to high-severity collisions — on everything from small private vehicles and prestige cars to commercial trucks and buses. With around 3,500 people across approximately 150 locations, we deliver outstanding customer service and get over 300,000 people and businesses back on the road every year. With AMA Group, you can go anywhere.

THE OPPORTUNITY

We are seeking a passionate and experienced IT Service Desk Manager to work across the division to plan, implement, control and review ICT service provisions to meet customer and business requirements. You will lead and manage a Service Delivery team who provide effective and efficient delivery of a range of IT Service Management practices, including Incident, Request, Change and Problem.

KEY ACCOUNTABILITIES

• Manage and develop a team of IT service delivery professionals to ensure high-quality and timely delivery of IT services to the Business.
• Design, implement and govern common IT service management processes and service levels, including CMDB, incident, problem, change, request management.
• Develop and implement operational reporting plan to monitor service delivery.
• Technical hands-on role will require you on the service desk to work with your team as well as leading the team.
• Lead and oversee major incident management practices, including process optimisation, post incident reviews, escalation management and communication plans.
• Establish and maintain effective relationships with key Business stakeholders and partnerships, and communicate regularly on service performance, issues, and improvement initiatives.
• Identify and implement service improvement opportunities to enhance customer satisfaction, efficiency, and productivity.
• Lead compliance with IT policies, standards and procedures and promote a culture of continuous improvement and best practice.
• Manage and oversee the resolution of complex or escalated IT service issues and ensure root cause analysis and corrective actions are completed.

Please refer the Job description for details