Service Delivery Manager
job description
- Competitive salary + generous employee benefits
- Great company culture High performing team
Join the Fastest Growing Family-OwnedEquipment Hire Company in ANZ!
At our core, we're all about people - our teammembers and customers are part of our extended family. If you're looking for asupportive and dynamic work environment, you've found it here.
Our mission is to be the best hire company in theworld. We don't want to be the biggest, we want to be the best. By being thebest, our people go home safely each day, we achieve excellence in customerservice, and we innovate for sustainable growth.
About the role
Located in our Group Support Office in Seven Hills and reporting to the IT Operations Manager, the Service Delivery Manager leads a team of 5 Service Desk professionals, delivering both face-to-face and remote assistance to all business users providing face-to-face and remote support to all business users.
Key responsibilities
- Technical Support:
Provide technical assistance to all IT teams and the broader Kennards family, including external vendors when needed. - Problem Resolution:
Investigate and troubleshoot issues across the application suite, from initial triage to resolution. - Documentation:
Maintain and update technical documents and procedures. - Leadership:
Coach and mentor staff to meet KPI targets and support functions effectively. - Ensure high-performance service delivery across all channels driven by KPI metrics.
- Oversee day-to-day Service Desk operations.
- Cultivate relationships with Branch/Area Managers and support vendors.
- Implement processes across IT support teams and the broader business, fostering internal team cohesion.
- Monitor the Infrastructure landscape to ensure all systems are functioning as expected.
- Collaborate with the IT Team to establish and refine metrics for monitoring application performance.
- Implement and manage service delivery processes and procedures effectively
About you
We seek an IT professional deeply committed to customer service, passionate about continuous learning, and immersed in technology. The ideal candidate will possess:
- 3+ years of experience in roles such as Service Delivery Manager, Service Desk Team Leader, or equivalent.
- Demonstrated expertise in people leadership, fostering positive team cultures, and coaching individuals to drive high performance.
- Exceptional oral and written communication abilities.
- Proficiency in time management and multitasking.
- Extensive experience in vendor management.
- Proven capability in developing and overseeing KPIs for direct reports.
- Outstanding stakeholder management skills, adept at cultivating strategic relationships and managing expectations across diverse stakeholder groups.
- Strong and verified technical acumen, analytical prowess, and troubleshooting proficiency.
Technical knowledge
- Microsoft O365 platforms
- Intune for the management of Windows 10 desktops &
laptops - Jira/Confluence suite of tools is desirable.
- Cyber Security focused with the mindset of 'Security First"
approach. - ITIL Service Desk
Why Kennards Hire
We are Australia and New Zealand's largestfamily-owned equipment hire company and our values are at the heart ofeverything we do;
One Family, Fair Dinkum, Taking Hire Higher &
EveryCustomer a Raving Fan
We offer great benefits and rewards such as;
- Profit Sharebonus
- Paid parental leave
- Career progression and internal transfer opportunities - across state and international borders
- Staff discount rates on our hire gear
- Annual awards night, team BBQs and many other fun social events
- Flexible work arrangements are available, including hybrid working.