IST Service Desk & Delivery Manager | Full Time | McMahons Point
Are you a Customer Centric Service Delivery Leader who thrives in an IST solution based environment? If so, we'd love to hear from you
Summary about this job
Management
Company: Compass Group
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-2-3337-8677
Fax: +61-3-3987-4084
E-mail: n\a
Site: n\a
Detail information about job IST Service Desk & Delivery Manager | Full Time | McMahons Point. Terms and conditions vacancy
- Leadership role with a Top 10 Global Company
- Competitive remuneration and benefits package on offer
- McMahons Point location; glorious views of Sydney Harbour & CBD
Compass Group is the global market leader in providing food and a range of support services to customers in the workplace, schools and colleges, hospitals, at leisure and in remote environments. We operate in over 50 countries, employ over 508,000 people, and are a recognised top 10 employer worldwide.
The Position
The IST Service Desk & Delivery Manager will lead a group of analysts and specialists who provide end-user computing support services and is the primary contact team for IST services. The person must have hands-on technical expertise in end-user computing activities and in-depth knowledge of hardware, software, and user requirements, and managerial skills to supervise technical personnel in a service-oriented environment. This role is hands-on and reports to the CIO - Director IS&T Australia/New Zealand and will be responsible for the IST Service Delivery function within the organization. Out of hour’s escalations and incident management may require some weekend and public holiday work.
A Day in the Life
- Experience managing and leading a IT service desk and underlying support tools
- Manage the vendor support agreements and associated SLAs both to clients and providers
- Self-driven individual who is client service and goal orientated, coupled with an ability to build strong relationships within the organization and the wider industry.
- Ability to articulate and hold themselves with senior stakeholders at a C level.
- Advanced understanding and qualification of ITIL, SLA management, Change Approval Boards and service reporting.
- Advanced problem diagnosis and resolution skills for troubleshooting across infrastructure (networks, voice, server, storage, audio visual, desktops, mobile devices) and applications (Microsoft Office, Oracle Financials application suite and approximately 60 applications).
- Manage the IT procurement function including end user computing licencing of hardware, software and services
- Manage the standard IST components in new bids and include the wider team as required
- Manage the team when commissioning technology at new sites
- Ensure Group security policies are adhered
- Manage the planning, assigning of work and providing guidance and direction to a cross skilled team of between 10-15 staff, including an offshore component
- Appraise team members and guide/coach the teams to improve overall performance levels
- Manage offshore service providers
The Person
- Demonstrable technology experience across infrastructure, applications and security
- Minimum of a Bachelor Degree in IT or equivalent experience
- Strong background and skills in end user computing, telephony and mobile devices. Ideally ITIL and Prince Project qualified
- Self-driven individual who is client service and goal orientated, coupled with an ability to build strong relationships within the organization and the wider industry.
- Ability to articulate and hold themselves with senior stakeholders at a C level.
- Advanced understanding and qualification of ITIL, SLA management, Change Approval Boards and service reporting.
- Advanced problem diagnosis and resolution skills for troubleshooting across infrastructure (networks, voice, server, storage, audio visual, desktops, mobile devices) and applications (Microsoft Office, Oracle Financials application suite and approximately 60 applications).
- Proven experience to champion change and influence teams in adopting to new ways of working
- Experience with influencing the organisation for major change projects and programs
- Excellent time management skills with the ability to work on multiple projects and deal with conflicting priorities
- Ability to function as a team manager as well as a contributor in the team environment
- Strong customer service experience with focus on service to our client base
- Must be able to demonstrate excellent communication and written skills
The Benefits
As a Manager with Compass Group, you will have the support, infrastructure, systems and processes that you would expect from a global organisational. As an employer of choice we also have an attractive benefits program including a competitive salary and incentive scheme, recognition programs and company discounts. If you're looking for a career where you set the standard for personal advancement, then Compass Group is for you. Working together, we will continue to experience success as the industry's best