Service Delivery Manager

The Role

We are seeking an ICT Service Delivery Manager to join our growing Managed Services team.  As a technology leader we focus on the delivery of high quality and sustained outcomes for our customers.

You will be the key person in the delivery of quality, premium services to our customers reporting directly to, (and working with) the Digital61 Service Delivery Executive.  You will work in Digital61's cloud support operations team, and coordinate ITIL based services, onboarding new customers, and management of our services under contract and within service levels.  

You may be an experienced Operations Manager or Service Desk Team lead looking to take the next step.

Primary Duties may include;

  • Onboarding and managing Digital61's valued cloud support customers,

  • Managing and coaching staff to deliver a high standard of customer service for our clients;

  • Monitoring and reporting on Service Levels;

  • Implementing processes and process improvements;

  • Mentoring and working with staff to define a personal development plan to encourage and support high technical certification rates;

  • Undertaking major incident management activities during service disruptions;

  • Handling any service complaints;

  • Undertaking IT Service Management functions such as Incident, Problem and Escalation; and

  • Coordinate backfill and resourcing where required.

Mandatory Experience

You should have experience in one or more of the following: 

  • Experience in a team leadership role;

  • Extensive experience with ITSM tools and methodologies (e.g. ITIL);

  • IT background and matching experience on an IT Service Desk;

  • Customer Service experience;

Qualifications

  • Degree qualified (IT major specific) or Certificate IV in Information Technology, Security or Networking;

  • Industry certifications from Microsoft, CompTia, Cisco; and/or

  • ITIL Certification.

Skills

Competency with the following will be considered a plus:

  • Familiarisation and/or experience with ServiceNow, or Ivanti Neurons;

  • Excellent customer service skills

  • excellent communication skills

  • attention to detail.

Clearance Requirements

To be considered for the role, you must meet the following criteria:

  • Be an Australian citizen (permanent residents and/or Australian working visas are not adequate); and

  • Have an active Baseline Australian Government Security Vetting Agency (AGSVA) security clearance (or higher) or at least the ability and willingness to obtain and hold one.

Please note:

  • Only suitable candidates that meet the above criteria will be contacted.

  • Digital61 does not accept or appreciate unsolicited calls or applications from recruitment agencies.

How to Apply

Send your resume to careers@digital61.com.au

Donna Spencer