IT Service Delivery Manager
Probe Group
- Philippines
- Permanent
- Full-time
- Overall accountability for Service Delivery across the Innovior(AU/NZ/PH/IN)
- Continually driving improvements in efficiency, productivity, and quality of service delivery
- Overall accountability for Service Management framework and processes across Innovior
- Ownership of change management Conduct, analyse and document post-implementation reviews, build key learnings into future change management plans
- Owning Innovior Major Incident Management (MIM) processes for critical incidents, including coordination across support teams and stakeholders
- Actively participating in and drive compliance with PCI, IRAP and ISO27001 framework and compliance
- Building and maintaining the brand of the Innovior IT team within the Probe Group through communication and advertising of team achievements
- Delivering service level management reporting to meet business, operational and strategic management needs
- Ensuring relevant IT operational standards, processes and procedures are documented, updated and complied with
- Coordinating responses to Account Executives relating to RFIs/RFPs etc where IT input is essential
- Liaise with Key Stakeholders within both Operational team and support team to ensure complete delivery of improvements
- Ensure all Probe Group policies, including Business Management System and Security policies and procedures are adhered to.
- Ensure Work Health and Safety policies and procedures are adhered to.
- Ensure you, and employees within your area of responsibility, take care at all times to work in a safe manner and report workplace hazards.
- Ensure all policies & procedures are adhered to, including compliance obligations
- Ensure key function policies are in place & are current
- Drive & implement operational excellence in function/line of business
- Automation and reduction of tickets, changes and outages within the environment
- Ensure compliance within function/line of business
- Establish & manage effective relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive team
- Demonstrated ability to lead teams and bridge business and technology leaders
- Ability to effectively communicate to multiple stakeholders at various levels
- Demonstrated skills and experience in a customer service environment (5 years +)
- Background and technical experience in an complex support environment
- Flexible but methodical and thorough approach - process oriented
- Provide superior analytical skills in solving resource conflicts and problems as they relate to service delivery to the customer base
- Extensive customer, vendor, and stakeholder management experience
- Experience of monitoring and controlling risks and issues to ensure adherence, compliance, and retention of industry standard (PCI, IRAP, ISO 27001)
- Proven track record of delivery across complex programs involving cross-functional teams
- Experience and certification in ITSM (minimum ITIL v.3 Foundation qualified)
- Experience with Service Management frameworks (E.g., ITIL) to manage service performance
- Experience with FreshService ITSM tool is advantageous
- Experience in a consulting work environment, where helpdesk is supporting external customers to the helpdesk organisation
- Experience with RPA, Salesforce, Data & Analytics, ServiceNOW all advantageous
- Automation and digitising end user experiences is desirable
- Exceptional communication skills
- Relevant tertiary qualifications
- Substantial experience within similar role
- Subject to business demands, additional hours may be required
- Satisfactorily pass and maintain a character clearance / and security check to client standards inclusive of a Police check
- Satisfactorily evidence identity