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IT Service Delivery Manager - Mission, United States - The Salvation Army
Description
IT Service Delivery Manager page is loadedIT Service Delivery Manager
Apply
locations
Blackburn, VIC, Australia
Redfern, NSW, Australia
time type
Full time
posted on
Posted 10 Days Ago
job requisition id
R41553
Number of Positions Available:
1
Start your career with The Salvation Army today
We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to review our current vacancies.
ABOUT US
The Salvation Army is
a Christian movement and
one of Australia's largest and most-loved charities, helping thousands of Australians every year find hope in the midst of all kinds of personal hardship.
The Salvation Army offers the opportunity to use your professional skills and expertise to make a real difference in the lives of people who need help most.
About the RoleWe are
seeking
a
IT Service
Delivery
Manager
,
for a
Permanent
opportunity in
Blackburn, VIC or THQ
Redfern ,
NSW.
This position
is responsible for
leading the day-to-day Salvos Stores Service Desk team
including ,
overseeing incidents, service requests, and problems, ensuring
timely
resolution and adherence to SLAs across our vendors and internal service providers.
Responsibilities include vendor management, regular analysis and reporting of service delivery metrics, continuous service improvements, general and technical support, offering advice,
facilitating
information
exchange
and promoting knowledge transfers across Salvos Stores Service team members, whilst ensuring the delivery of delightful customer experience.
Key Responsibilities:
You will be successful in this role if you can:
Directed
the day-to-day operations of the Salvos Stores service team, ensuring
timely
and effective resolution of team member issues and requests.
Oversee all incidents, service requests and problems
pertaining to
Salvos Stores Service Desk
Ensure quality of service through
appropriate measures
such as surveys; and implement controls to improve accordingly
In consultation with key leadership team, develop,
monitor
and deliver against agreed metrics/SLAs
and d
evelop strong collaborative relationships with key personnel to ensure strategic and operational alignment to IT services
Regular analysis conducted to
determine
trends,
patterns
and opportunities for improvement
Review, approve and publish the development of knowledge-based articles to
expedite
resolution of issues
Coordinate with internal teams and external vendors to
optimise
service delivery processes and workflows that result in increased first call resolution
.
Liaison
for vendor relationships, defining service levels, and monitoring performance
Review vendor contract and agreements to ensure compliance with service level commitments and contractual obligations
Collaborate with vendors to resolve issues, escalate concerns, and drive continuous improvements in service delivery.
Mentor and provide guidance to the Salvos Stores Service Desk team
members to
improve customer experience
Provide input
to Initiatives
that form the SS IT Roadmap
Recruit, select, induct,
develop
and manage performance of staff to ensure all
objectives
are met, as per HR requirements
Foster a culture of collaboration, accountability, and continuous learning with the service desk team.
Qualifications and
Experience:
Qualifications
:
Degree in Computer Science or Business is mandatory
ITIL Foundation Certification is mandatory; ITIL practitioner certification is highly regarded
Experiences:
Proven experience in leading a Salvos Stores Service Desk of a large enterprise
Demonstrated knowledge and experience in IT service delivery, ITIL and delivering exceptional customer experience
Technical knowledge and experience across technologies such as
I
Windows 10, Windows Server, Office 365, security applications, enterprise applications, deployment, Microsoft services such as active directory
and desirable POS systems (Retail IT Applications)
Experience with ServiceNow is highly regarded
Requirements of the Role:
A national police record check is
required
.
Why work for us
In return we offer our eligible employees real and meaningful benefits such as:
Positively supporting and
impacting
the lives of others through your career contribution
An inclusive culture of dedicated,
passionate
and professional team members
NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits
Flexible working conditions
Paid parental leave
Financial, retail and lifestyle discounts and benefits
Employee Assistance Program - Independent confidential counselling service
Opportunity for career development
How to Apply
Should you be interested, please
submit
a copy of your resume and cover letter. In the cover letter (maximum two pages) explain your suitability for the role including examples
demonstrating
capabilities and addressing the questions below.
Why are you passionate about working with the Salvos? How do your values and those of the Salvos align?
Describe your experience in culture,
organisation
and operating model change projects. From your experience, what makes these different to other types of projects?
The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people.
We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. W
e are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.
We value Integrity, Compassion, Respect, Diversity, and Collaboration
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