Service Delivery Lead ITIL

Location: Perth CBD, Western Australia
Job Type: Permanent
Posted: 11 days ago
Contact: Philippa Valler
Reference: 184451_1526025939


Working for a well reputed company within Perth CBD. This is a challenging and exciting role for an accomplished Service Delivery Manager whose main role will involve managing an efficient front-line focussed service delivery environment.

Role Overview:

Manage resolution of IT service requests, incidents and problems, change, knowledge and release management. Ensuring both IT support and delivery services are carried out in within agreed SLAs and quality standards. ITIL Service Management expert, taking responsibility for designing, delivering, managing and improving all aspects of IT service delivery.

Day to day duties to include:

  • Delivery of the team Service Improvement Plan and process
  • Initiate and implement key service improvements and transformation
  • Undertake regular reviews of service provision and customer satisfaction with key stakeholders
  • Advocate for ITIL best practice to identify service improvements
  • Major incident and root cause analysis
  • Report on the key operational, management and stakeholder metrics, including a baseline of current performance, trends to show improvements in efficiency (financial) and effectiveness (people and process) against this baseline, best practice targets and initiate improvements to meet these best practice targets
  • Assisting with managing an effective Risk and Vendor Management processes
  • Defining and championing the process for incident, problem, change, knowledge and release management;
  • Assist with implementing and actively promoting a service-oriented framework
  • Assisting with forecasting and managing Demand for services and resources from IT Technical Solutions
  • Serve as an ITIL expert, providing strong leadership and coaching to the delivery team;
  • Inspire and develop the team of IT specialists into a high performing with an ITIL focus;
  • Develop team capability and ensure knowledge sharing plans are in place;
  • Ensure all team members have SMART objectives to drive service improvement and individual performance;
  • Provide regular effective feedback to team members, ensuring that performance issues are proactively addressed, and positive performance is recognised; and
  • Assists the Information and Cyber Security Lead with securing the organisation's information from cyber risks through identifying, protecting, detecting, responding to, and recovering from cyber intrusions by supporting and promoting a roadmap centred around business information security needs, ensuring a balance between risk and cost.

Essential skills:

  • An ITIL Service Management expert
  • Ability to manage concurrent issues and drive efficiency through incident management;
  • Experience of making quality improvements and adding value for the organisation by developing services to meet emerging customer needs
  • Minimum 5 years' experience leading a customer focused IT service delivery environment including incident, problem, change, knowledge and release management;
  • ITIL v3 accreditation
  • Previous experience of implementing ITIL best practice processes;
  • Knowledge of Windows and Networking, with a thorough understanding of the Microsoft Office Suite

For more information please contact Pippa on 94231400 quoting ref number 184451. If you ahve the above skills please click 'APPLY' with a current word version CV