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IT Service Delivery and Operations Director

Job Title: IT Service Delivery and Operations Director
Contract Type: Permanent
Location: Melbourne, Victoria
Industry:
Salary: Negotiable
Reference: 238462_1629710961
Contact Name: Evan Xeres
Contact Email: evan.xeres@peoplebank.com.au
Job Published: August 23, 2021 19:29

Job Description

As an IT Service Delivery and Operations Director you are the Leader of service and operations. You will be the top escalation point for all operational activities with a key focus IT service uplift. You will provide accountability for business satisfaction/engagement and be adept at handling escalations.

What you will get to do:

  • Create and Drive strategic Direction
  • Own all senior vendor relationships
  • involvement in leadership team strategi projects
  • Understand customer purpose and success.
  • Understand and oversee SLAs
  • Develop and maintain customer success milestone plans and desired outcome roadmaps.
  • Work with the Governance & Reporting team
  • Conduct operations meetings vendors
  • Manage an analyst
  • put in place process improvement
  • Work with operations teams to monitor and manage service governance and risk.
  • Help identify, discuss, and present service improvements that maximise value to the business.

We want you on board if you have:

  • Proven business acumen, including experience in understanding and articulating customer success/outcomes.
  • Managing customer expectations and identifying growth opportunities.
  • Experience in ITIL-based activities, operations, and performance management.
  • Demonstrable experience working within operational environments responsible for critical business services.
  • Experience with Microsoft products
  • Experience with Helpdesk operations
  • The ability to apply initiative, innovative, and a strong commitment to achieving business objectives.
  • Data-driven, detail-oriented service excellence, delivery, and customer satisfaction, and problem-solving mindset.
  • Excellent interpersonal and communication skills.
  • Strong customer-facing skills.
  • Activity planning, co-ordination, and stakeholder management skills.
  • Data analysis and reporting skills, and an ability to identify service improvement opportunities.
The succesful person will have solid director level experience, strong exposure to helpdesk operations and be motivated by drivig services to meet customer expectation.

If this sounds like you please apply within.