IT Service Delivery Manager

IT Service Delivery Manager - NSW Government
Location: Parramatta, Sydney, with great WFH flexibility
Rate: $1000 - $1100 per day + Super
Contract Length: 6 months with probable extension
Note: Must have 5-7yrs experience in IT Service delivery management preferably in the Government/Public sector

We are currently seeking an experienced IT Service Delivery Manager for our NSW Government client who will be responsible for ensureing end-to-end service availability, integrity and stability across IT services through the execution of best practice service management processes.

The role has a strong customer facing component and will be a key point of contact in relation to: performance of technical services; capacity and demand management; implementation of new services; the efficiency of delivery; technical reporting; operational risk remediation; identification and remediation of underlying problems; and the communication of the availability of services.

The role will focus on a newly established Schools and Vendor engagement team, supporting a vendor panel ("Panel") of suppliers that provide software solutions for use by schools. This new team is still being established to ensure that schools, the department, and suppliers each achieve the best outcomes from this Panel arrangement.

Preferable to have experience working in Government programs.

Keys to Role:

• Solid operational understanding and technical knowledge of multiple standards and tools; ITIL preferably V3.
• Experience in process ownership and delivering process functions
• Experience in a Managed Services environment
• Excellent written and verbal communication skills.
• Proven ability to influence cross-functional teams without formal authority
• Experience and competence in chairing meetings
• Familiarity with Project Management Approaches and the project delivery life cycle
• Familiarity with the SDLC (Service Delivery Life Cycle)

Responsibilities:

• Develop, implement and maintain governance within the assigned portfolio and ensure the effective use of IT services
• Own the day-to-day operation of service delivery processes to ensure business requirements and service level agreements are met, including the management and escalation of incidents and
  problems to maintain customer satisfaction and availability of services
• Proactively identify business risks and opportunities to improve IT services; work with business and internal stakeholders towards the adoption of service improvement and maturity
• Develop and manage effective and timely communication regarding service performance, incidents, change or problems to all service stakeholders and customers to enhance the customer experience
• Lead service operational readiness activities through managing service launches, leading the development of delivery capability and readiness plans to keep stakeholders informed of key issues and changes, acting as a liaison between the business, 3rd party vendors and technology stakeholders to ensure requirements are clear
• Develop build and sustain positive working relationships with internal and external stakeholders, customers and other IT service providers/vendors to contribute to a robust delivery of IT services
• Manage, supervise and guide the work of a small team of employees and ensure that knowledge is shared and outputs are delivered; monitor performance and provide appropriate feedback
• Draft and/or supervise the preparation of timely, succinct and reports and briefings for the role supervisor, Executive Director and other senior managers as appropriate; ensure accurate records are maintained, and that responses to correspondence are timely and consistent with Departmental protocols.

Decision Making:

• Ensures end-to-end service availability, integrity and stability in accordance with broad directions agreed with the role supervisor
• Exercises high-level, independent judgement and initiative in managing and prioritising work to deliver outputs in accordance with agreed timeframes
• Actively contributes to the development of strategic and operational plans
• Is accountable for the quality, integrity, accuracy and content of advice regarding service delivery systems, processes, protocols and reports