Service Delivery Manager

Job Overview

We are seeking a highly skilled and dynamic IT Service Delivery Manager to lead and manage our service operations within a Microsoft technology environment.

The ideal candidate will have proven experience in IT service management, leadership, and a deep understanding of Microsoft technologies, and other related tools.

As the IT Service Delivery Manager, you will ensure that our IT services are delivered effectively, efficiently, and meet the needs of the business while managing a team of technical professionals.

Key Responsibilities

Team Leadership & Development :

Lead and mentor a team of 5 IT service engineers, ensuring alignment with organizational goals and best practices.

Provide guidance, training, and support to team members to enhance their technical skills and service delivery capabilities.

Foster a collaborative and high-performance culture within the IT service team.

Service Delivery Management :

Oversee the end-to-end delivery of IT services day to day, focusing on Microsoft technologies and applications such as D365.

Ensure that incidents, requests, and service disruptions are handled in a timely and efficient manner.

Develop and implement service level agreements (SLAs) to ensure high-quality service delivery.

Problem Resolution & Incident Management :

Lead the team in troubleshooting and resolving technical issues.

Analyze service disruptions and implement corrective actions to prevent recurrence.

Implement root cause analysis (RCA) processes for major incidents and elevate when necessary.

Stakeholder Communication :

Collaborate with business and technical teams to understand service requirements, expectations, and areas for improvement.

Provide regular updates on service performance, incidents, and project statuses to senior management and business stakeholders.

Continuous Improvement :

Continuously review and refine IT service management processes to improve operational efficiency.

Stay up-to-date with the latest trends and best practices in Microsoft technologies and IT service management.

Lead initiatives for process optimization, automation, and service enhancement.

Vendor & Third-Party Management :

Manage relationships with external vendors and third-party service providers and related services.

Ensure third-party providers meet performance expectations and contractual obligations.

Qualifications

Education :

Bachelor's degree in Computer Science, Information Technology, or a related field.

Relevant certifications such as ITIL, Microsoft Certified.

Experience :

Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role.

Strong expertise in managing Microsoft technologies and business applications.

Demonstrated ability to manage and deliver complex IT services in a fast-paced environment.

Skills :

Excellent leadership and team management skills, with the ability to inspire and motivate teams.

Strong problem-solving and analytical skills with a proactive approach to incident resolution.

Strong communication skills with the ability to engage both technical and non-technical stakeholders.

Experience with change management, release management, and IT service continuity planning.

What's on offer

$120K–$140K salary range, depending on experience

Flexible hybrid working (3 days in office, 2 WFH)

Team growth over the next two years

Clear leadership growth trajectory

Potential to manage trans-Tasman operations

Strong, supportive team culture

#J-

• Ljbffr