IT Service Delivery Manager

Description

• Lead, manage, develop and review the I&T Operational Services function, including general helpdesk services that incorporate comprehensive Level 1 to Level 3 incident response, problem management and resolution.
• Apply very high level of expertise to define, establish and maintain a holistic Operational Service Catalogue, and monitor team performance in delivering the associated services.
• Guide and mentor the team to facilitate the achievement of organizational maturity uplift, while supporting individual professional development.
• Manage competing demands associated with a small team with broad responsibility, ensuring effective utilisation of resources, appropriate prioritisation and achievement of customer service outcomes
• Lead the identification of key metrics and drive the alignment of team activities to achieve meaningful targets
• Lead, manage, develop and review the integration of cyber security capabilities (including triage, containment/mitigation, and resolution) with Operational Service Models in collaboration with the Cyber Security Program.

Requirements

• Exceptional ability to analyse and investigate complex IT issues, coordinating resources to resolve root causes effectively.
• A bachelor’s degree or higher, in Information Technology, Computer Science, or a related field is desirable.
• Strong understanding of operational cyber security practices and incident response procedures, particularly in triage and initial response, with the ability to apply these principles in a generalized Service Delivery context.
• Very high discipline-specific knowledge and expertise in ITIL principles or other relevant IT Service Management frameworks, with a focus on applying key concepts to promote capability maturity in the Department’s specific context.
• Proficiency in managing third-party vendors and delivery partners within a blended internal/external service delivery model, ensuring alignment of services
• Demonstrates exceptional communication skills, with the ability to convey complex technical information clearly and concisely to both technical and non-technical stakeholders. Excels in engaging effectively, building relationships, and aligning IT service delivery with the agency’s broader objectives.
• Very high level of expertise in utilizing enterprise-grade IT Service Management software to facilitate higher maturity processes and improve operational efficiency.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance