Job description
Our client, a respected mining company, is seeking an accomplished Service Delivery Lead to strengthen the technology service delivery capabilities within their organization. This role will focus on ensuring exceptional service quality for both internal and external stakeholders, in alignment with established SLAs.
Key Responsibilities:
- Lead the Service Delivery team, providing mentorship and fostering a collaborative environment.
- Manage core ITSM processes, including Request, Incident, Change, and Problem management.
- Oversee the Technology Service Management framework, ensuring continuous improvement.
- Act as the product owner for the Technology Service Delivery system, managing product backlogs to maximize business value.
- Partner with Technology leaders and teams to define the overarching vision and direction for the company's service delivery function, ensuring clear success metrics.
- Provide regular reporting on service performance, customer feedback, incident trends, and improvement activities.
- Collaborate with other Technology Operations leaders to develop and measure on-call requirements for service availability.
- Develop and continuously improve response playbooks, reference materials, templates, and training.
- Conduct audits to ensure asset data quality and coach teams on the importance of data accuracy.
Essential Requirements:
- 5+ years in a technical support or service desk leadership role.
- ITIL Foundation certification (experience with ITIL v3 or an equivalent service delivery methodology).
- Familiarity with widely used industry tools, including Microsoft 365, Intune, SCCM, and Active Directory.
- Proven ability to manage customer relationships and resolve conflicts.
- Strong data analysis and trend identification skills.
Desirable Requirements:
- Experience in MSP environments.
- Knowledge of frameworks such as COBIT, CMMI, and ISO 2000.
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Nicole Oo via email: [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
