it operations /service delivery manager in melbourne cbd

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melbourne cbd, victoria
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job description

IT Operations / Services Manager is currently required for a permanent position to join a small IT team within the financial services industry. You will be required to drive continuous improvement in outsourced IT service providers, service delivery and ensure SLAs and KPIs are met or exceeded for the organization.

You will also be required to manage the following:

  • Ensure customer focused service delivery by managing IT service provider delivery to contractual terms including cost and performance standards such as SLAs, KPIs, governance models, frameworks and processes,
  • Monitor service availability, reliability, continuity, quality and capacity to ensure optimal availability and quality of technology services, taking proactive action to rectify service issues or gaps
  • Monitor service delivery reporting and billing against contract terms, SLAs and KPIs, resolve issues and ensure service credits are claimed, tracked and invoiced as per the contract terms, supporting the Head of IT with the resolution of billing or other commercial disputes
  • Run regular service review forums with outsourced IT service providers with issues and actions documented and managed to timely closure
  • Identify and oversee delivery of service improvement initiatives
  • Work collaboratively with the Head of IT, other Heads of departments, the PMO and other business system leads to identify, scope and source technology services required including overseeing timely delivery and approval of SOWs and delivery of technology services and assets required by projects
  • Oversee transition to BAU for new technology services ensuring appropriate approvals are obtained, appropriate run capability configured and deployed, service catalogue updates and associated support models are implemented
  • Participate in (and lead if required) Change Advisory Boards and review and approve request for change
  • Participate in IT service provider’s problem review forums and approve problem closure
  • Contribute to the identification of technology risks and compliance issues, overseeing completion of agreed actions to reduce or mitigate technology risks and resolve compliance issues

To be successful in this position you will be a highly experienced Operations /Service Delivery Manager who can drive innovative practices in a managed service environment, across IT infrastructure. . You will also have demonstrated experience in managing multiple vendors within an IT environment and have solid experience in SLA and KPI management... You will also have knowledge of ITIL service management methodologies and tools such as Service Now and have an ITIL foundation certificate. You will also have demonstrate change management experience and have participated in change advisory boards.

Excellent communication, relationship building and problem solving skills are a must. Previous experience working in the financial sector would be an advantage.

Please apply now using the link or contact Leonie Woodfine on 8319 1243 or Samantha Goodsir on 8319 1236


Service Management


Service Management

educational requirements

Bachelor Degree