Service Delivery Manager - Corporate IS

Summary about this job

Detail information about job Service Delivery Manager - Corporate IS. Terms and conditions vacancy

The Service Delivery Manager is responsible for leading and managing successful Applications and Infrastructure Project and Service based engagements in accordance with agreed client and commercial outcomes.

The major objectives of this role are to ensure Service Level / Service Outcome / Contractual compliance for all relevant Applications and Infrastructure Projects and Services, to implement and maintain the governance structure for local Service Management in accordance with ASG-wide process and frameworks and to manage governance forums, plan and implement new services and manage the delivery of key enablers

You will be responsible for but not limited to:

• Ensuring that project based engagements and ongoing service delivery and support meet agreed customer requirements
• Driving effective commercial governance, performance, risk management and assurance to ensure delivery outcomes are met for all Applications and Infrastructure Services engagements
• Ensuring consistent and appropriate communications with customer(s) for service related enquiries and issues
• Soliciting required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
• Serving as the point of escalation for major incidents relating to the service and advising clients and consultants on delivery related issues
• Coordinating cross-business resources to ensure achievement of goals, schedules and quality commitments
• Representing the service in CAB meetings and participating in internal (within ASG) and external (with the business) service review meetings
• Safeguarding contractual compliance and expected financial performance outcomes
• Managing WIP and stage payments with timely and accurate client invoicing.

Governance

• Leading, managing and owning ITSM processes associated with the service lifecycle.
• Establishing governance forums (internal and external) and CAB forums with the aim of continuously improving the quality of service management, customer experience and process compliance.
• Ensure the best practices associated with implemented ITSM processes are adopted and sustained across Managed Services.
• Ensuring compliance among Operations staff with common frameworks, methods and tools developed within the organisation.
• Contribute to Group-wide activity aimed at ensuring ASG earns and retains the required ISO accreditations
• Participate in financial and staff performance review committees (internal facing)

To be successful, you will have the following skills and expertise: -

• Extensive Information Technology Outsourcing experience
• Extensive experience delivering differential service outcomes from a highly leverage service utility
• Solid customer engagement experience
• Proven experience identifying and yielding continuous improvement in the form of best practice adoption, volume avoidance, process improvement and automation
• Proven experience migrating to as well as managing service delivery from offshore locations.
• Relevant tertiary qualifications and certified ITIL.
• Passionate about delivering exceptional service.
• Have a good level of commercial acumen.
• Good communication, influencing and customer management skills.

What’s on offer
The smart, career focused and determined people who work for ASG flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.