Service Delivery Officer

Job Title: IT Service Delivery Officer

Position Type: Permanent Full-time
 
Location: Parramatta, NSW

Urgent Hire - Immediate start - Candidates with early availability will be preferred. 


Our client is a national ICT Managed Service Provider. They take pride for their reputation for quality and consistently delivering the right solution for our customers. Every single member of their team can serve each client with the highest level of service. Due to the organic expansion and growth that their business is experiencing, they want people to join their vibrant team who are passionate about technology and motivated by assisting customers in improving their ICT operations

Job Description:
We are seeking a dynamic and experienced Service Delivery Officer to lead and be accountable for the service delivery and projects, and communications within our client's organisation. This role involves managing a small IT team, overseeing vendor relationships, and ensuring the effective implementation and maintenance of business computing needs.

Responsibilities:

• Lead Customer Service and Service Delivery for IT;
• Serve as the lead for Autotask within the business
• Manage IT work queue and ticket assignment
• Provide service delivery reporting
• Support the business on IT issues within agreed internal SLA’s
• Assist with the Management and Support of business IT and Communications Systems
• Manage Vendor relationships to agreed SLA’s
• Lead Change Management and guide the CAB
• Own the management and updating of documentation
• Liaise with business and stakeholders on current and future state planning of electronic data operations
• Design, develop, implement, and coordinate systems, policies, and procedures
• Manage and own IT hardware and software audits
• Ensure end-user technology is accessible and equipped with current hardware and software
• Identify problematic risk areas and communicate for mitigation
• Own and manage incident management, problem management, root cause analysis, and change management following internal ITIL processes
• Preserve assets, information security, and control structures
• Assist the team with work queue management, ticketing tools, and PDP/KPI plans
• Collaborate with internal and external teams on business-defined projects requiring IT support
• Work with the team to identify and improve processes, systems, and create efficiencies within the business
• Adhere to and ensure compliance with all company IT, Finance processes, and company policies

Accountabilities:
Leadership & Culture:

• Provide leadership and guidance to support business objectives
• Oversee the formulation, implementation, and review of short- and long-term goals in accordance with company strategy
• Lead by example in promoting organizational values and the objectives of the strategic plan

About you

• ITL V3 or V4 foundation
• 1-year minimum supervising and team management experience
• Basic understanding of distributed Microsoft environments
• Some experience with ISO27001 and E8 Alignment
• Previous experience and proven success in a similar role
• Excellent working knowledge of computer systems, security, network and systems administration, and Teams phone systems
• Excellent project management skills and strong ability to prioritise
• Excellent communication written and verbal communication skills with effective rapport building skills with a varied audience
• Positive can-do attitude
• Excellent understanding of project management
• A team player with respect for self & others
• Self-starter who takes pride in their work and strives for excellence
• Thrives under pressure
• Embraces changes
• Passion for producing quality work

If you are interested in the role, please reach out to our consultant Waqas Kidwai.