[Hiring] IT Service Delivery Manager @Probe CX

Role Description

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.

Qualifications

• Relevant tertiary qualifications.
• Substantial experience within similar role.

Requirements

• 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.

Core Competencies

• 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 & industry associations, managers, peers & direct reports.
• Establish & manage effective relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive team.

Key Skills and Capabilities

• 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 a 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.