Service Delivery Manager

Added Thursday 28th of March :
30:
17 PM

Milestone IT is a premier recruitment agency based in Melbourne, dedicated to connecting exceptional talent with leading organizations. We are currently partnering with a prominent client in the IT sector seeking a seasoned Service Delivery Manager to join their team.

Position Overview:

We are seeking an experienced Service Delivery Manager to oversee the seamless delivery of services to our client's stakeholders. The ideal candidate will have a strong background in managing Service Level Agreements (SLAs), Key Performance Indicators (KPIs), vendor negotiations, change management, asset management, and IT Service Management (ITSM) projects. This role involves leading a team of 6 individuals, comprising both internal and external resources.

Key Responsibilities:

- Develop, implement, and manage SLAs and KPIs to ensure service delivery meets or exceeds client expectations.
- Lead negotiations with vendors to establish and maintain strategic partnerships, optimizing service delivery and cost-effectiveness.
- Drive change management initiatives, ensuring smooth transitions and minimizing disruptions to operations.
- Oversee asset management activities, including tracking, maintenance, and optimization of IT assets.
- Manage ITSM projects, ensuring alignment with organizational objectives and best practices.
- Provide leadership and guidance to a diverse team of 6 individuals, consisting of 3 internal team members and 3 external contractors.
- Monitor service delivery metrics, identify areas for improvement, and implement corrective actions as necessary.
- Collaborate with cross-functional teams to drive continuous improvement and innovation in service delivery processes.

Qualifications:

- Bachelor's degree in IT, Business Administration, or related field.
- Proven experience in a Service Delivery Manager or similar role within the IT industry.
- Strong understanding of SLAs, KPIs, and their application in service delivery management.
- Demonstrated expertise in vendor negotiations and contract management.
- Experience leading change management initiatives, with a focus on minimizing disruptions and maximizing stakeholder engagement.
- Knowledge of asset management best practices, including asset tracking and optimization.
- Familiarity with ITSM frameworks and methodologies.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.

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