(Government of Australia) IT Service Delivery Manager

SCT resources have a broad range of skills in different technologies. The large skill-set has been made possible by a conscious focus on strengthening our skills base. Every person selected for our team brings something new, something that adds to our offerings. We learn continuously, both on the job and through formal training programs.

Company: SystemCanada | www.systemcanada.com

World wide office: Canada - USA - Australia - UK - South Africa - New Zealand - Ireland - Japan

Job Description

You will come from a background in IT Service Delivery, working for an IT Integrator or Professional Services Company, preferably within Networking or support and be highly customer focused.

Day to day you will:

• Assist in the ongoing day-to-day service delivery and relationship management.
• Coordinate and manage all customer reporting as required for delivery, according to contracted SLA’s.
• Manage the Maintenance and updating of the CMDB (Configuration Management Database) with details of all changes.
• Oversee the Incident Management process and coordinate the activities of staff in the resolution of incidents whilst providing customer level escalations and communication.
• Work with project managers to ensure a seamless transition of knowledge & project information into Operations
• Responsible for management overview of small project Work Packages.

Your experience and qualifications will include:

• Current drivers license required.
• At least 5 years experience in an IT/Telecommunications & Networking/Support environment preferably in a Service Delivery support and/or management capacity.
• Experience interfacing with technical and operational teams
• 5 or more years involvement with a wide ranging Managed Services infrastructure environment with particular exposure to mission critical 24/7 environments
• Strong understanding of a wide range of ICT infrastructure products and applications
• ITIL