it service manager in Melbourne CBD

sophie brennan, randstad
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melbourne cbd, victoria
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sophie brennan, randstad
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job description

Working for a Digital Consulting organisation on a digital transformation program, this role is a great opportunity to assist in revamping service delivery capabilities within a State Government Authority.

The position requires demonstrable expertise in the transformation and development of modern service delivery practices including the implementation of appropriate service desk systems.

This role is an initial 6 month contract with the possibility of converting to permanency.

Key Accountabilities

  1. Establishing and maintaining Service Delivery processes, in accordance with customer requirements including systems, tools and procedures to ensure that contracted Service levels of performance are managed and controlled.
  2. Maintaining and gradually improving Service quality through a Continuous Improvement cycle.
  3. Providing services according to the Service Levels outlined or defined by Service Delivery Manager and approved by the CTO.
  4. Be accountable for operational results to customers.
  5. Reporting Service Level and Customer Satisfaction results to customers.
  6. Address service fulfilment delivery issues (escalated).
  7. Provide Hypercare Support and manage Service Integration process.
  8. Participate in individual Service reviews and agree improvement actions.
  9. Participate in Service Operations Governance.
  10. Provide solutions and estimates of development and delivery costs.
  11. Approve technical high-level design/portfolio component change to meet Service Levels.
  12. Resolve program performance issues; approve/reject change controls.
  13. Review and approve change plans, testing and operational readiness, and implementation Deliver deliverables and obligations and seek approval.
  14. Address any deliverables and obligations rejections.

Key selection Criteria

  • Extensive experience of developing and implementing service delivery capabilities within the confines of a government IT or other restrictive environment.
  • Demonstrated experience in undertaking service delivery analysis, distilling complex processes from non-technical stakeholders into practical, workable solutions
  • Expert knowledge in design, set-up and maintenance of complex service desk processes and systems
  • High level expertise in process mapping and procedure writing.
  • Well-developed conceptual, analytical and problem-solving skills coupled with the ability to prioritise tasks and work under minimal guidance to provide solutions that meet proposed timelines
  • Demonstrated experience in leading and managing service delivery teams directly and through matrix approaches.

If this role sounds exciting to you please apply now with your up to date CV!

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


service manager, itsm, service delivery manager, service desk


Relevant qualifications

educational requirements

Bachelor Degree