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IT Service Delivery Manager - Newstead - Australia

IT Service Delivery Manager - Newstead - Australia

Aug 31,2017

The role:


The IT Service Delivery Manager (SDM) is responsible to the IT Senior Service Delivery Manager directly and indirectly to business channel client/s for the successful delivery of IT services. The SDM is accountable for meeting delivery targets (reduction in outages, successful change outcomes, and customer satisfaction targets) and the introduction of programs to enhance/improve and/or reduce cost of delivery.
 
All IT Service Delivery Managers are the single point of contact within Bank of Queensland (BOQ) Information Technology Service Management (ITSM) and are responsible for solution delivery to nominated channels. All service delivery is under the oversight of the IT Service Delivery Manager regardless of whether the service involves multiple external parties/vendors.
 
 Key Accountabilities:
 
Client Satisfaction/Delivery
Change Management
Governance in Operational Vendor Relationship Management
Governance in Operational Management
Capability Metrics and Reporting
SLA Management
Leadership and Collaboration
Continuous Process Improvement
High Quality Project Delivery
Mapping service delivery projects to Bank strategic direction
 
 
About you:
 
To be successful in this role you will demonstrate the following skills:
IT Service management experience in an multi-sourced environment
ITIL experience in an multi-sourced environmentIT Governance in an multi-sourced environment
Proven ability to lead and influence teams of vendors and internal business clients to achieve cost effective and timely business focussed solutions.
Demonstrated expertise in provision of high quality customer service in a leveraged infrastructure environment incorporating an understanding of quality customer service needs and differentiation of service delivery.
Excellent people management and strong interpersonal skills
Sound knowledge and experience in the development of Technology Delivery in a major organization.
Sound knowledge and experience in the analysis of complex Business Cases and Service Level Agreements.
Sound knowledge and understanding of the IT industry trends at the Global and Local level.
Sound knowledge and understanding of the high level technical principles of the banking industry that BOQ operates in.
Advanced communications skills, presentation skills to all levels of management are essential.
An excellent working knowledge of the client and contract deliverables
The ability to work well under pressure
The ability to work well with incomplete or ambiguous data
Excellent organizational skills
Demonstrated expertise in customer service incorporating an understanding of quality customer service needs and differentiation of service delivery.
Demonstrated the ability to lead and/or influence team members and service delivery leadership to achieve service objectives regardless of whether the team members are direct reports or vendors.
Well developed written and verbal communication, presentation, negotiation and relationship building skills which can be applied at senior management, peer and subordinate levels (internal and external to BOQ).
Strong commercial acumen and business management skills with achievement and results orientation focus.
Well-developed adaptive problem solving skills that can be applied in a broad or generally defined environment.
Demonstrated leadership skills & stakeholder management in challenging environments.
Demonstrated ability in ongoing change management to ensure that internal change is managed in a manner that ensures transparency to external customers.
Demonstrated commitment to Continual Process Improvement and self-development.
  
It is desirable that the IT Service Delivery Manager is able to demonstrate experience and/or knowledge in the following:


Application and/or Infrastructure architecture understanding
Data Centre operations and/or software support roles.
Exposure to project management principles and methodologies.
Understanding of vendor roles and engagement models.
Occasional travel to support business will be required.
Supporting the business areas of BOQ requires out of business hours involvement.

 

For further details, Please contact Click Here

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