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ITS Service Delivery Manager

About the role

The Service Delivery Manager is accountable for overseeing IT Service Management (ITSM) operations, metrics, and reporting, with a focus on driving continuous improvements and elevating the maturity of service delivery processes. The role delivers business value in a cost-effective and timely manner, aligned with InfraBuild’s needs, while leveraging ITIL best practices as a guiding framework.

 

*This role will see the successful incumbent working on average 3 days from the Sydney CBD head office and 2 days WFH.

 

Key responsibilities include but not limited to:
 

  • Lead operational and end-user technology support to enhance efficiency, aligning information technology with business goals to drive high levels of customer engagement and satisfaction.

  • Own, develop, and evolve all Service Management capabilities, including core ITIL functions such as Incident, Problem, and Change Management, ensuring they meet evolving business needs.

  • Champion and continuously improve ITIL/ITSM processes across the IT organization and business stakeholders, promoting best practices and process alignment.

  • Establish and lead the Change Advisory Board (CAB) based on ITIL framework, facilitating CAB meetings & effective governance and decision-making for IT changes.

  • Perform the role of IT Change Manager, overseeing and managing IT changes to minimize risk and ensure smooth execution.

  • Plan, manage, and test business continuity and disaster recovery plans, ensuring organizational resilience in response to operational disruptions.

  • Drive team performance and cohesion, fostering a culture of productivity, adherence to standards, and excellence in service delivery.

  • Manage and mentor Helpdesk and End-User Computing (EUC) teams, providing guidance, professional development, and continuous coaching to ensure ongoing growth and success.

Our ideal candidate brings substantial experience in driving ITIL methodologies within IT environments, alongside strong communication and influencing abilities. This individual excels in adapting to change with ease, thriving in fast-paced and evolving settings. With exceptional interpersonal skills, they build and sustain strong stakeholder relationships, reflecting a positive and collaborative approach in all interactions.

 

Skills and qualifications required:
 

  • Bachelor’s BS/BA degree in IT, Computer Science or relevant tertiary discipline

  • ITIL Certification (v4 minimum) and applied knowledge in IT standards and ITIL methodology

  • Minimum 8+ years relevant industry experience & 5 years experience in Service Delivery Manager role, overseeing Incident, Problem, Request Fulfillment, Change Request and Service Levels

  • Experience in managing systems and service delivery specialists; resource and people leadership and management skills

  • Experience chairing Change Advisory Board meetings, Workshops, facilitating discussions and assisting stakeholders in the role of Change Manager.

  • Demonstrated experience in planning and supporting the implementation of Change Management process utilizing the ITIl framework.

  • Experience in evaluating, engaging, negotiating with and managing vendor partners

  • Significant experience establishing and managing service levels and ensuring contractual compliance to service level agreements

  • Experience in service metric measurement and reporting

  • Demonstrable experience in influencing conflict resolution

  • Problem determination (experience in root cause analysis) & problem resolution skills

  • Experience with ITSM tool Freshservice is highly desirable.

 

Key Benefits

Below are some of our key central benefits that are available to InfraBuild employees. Other benefits may be available depending on your role or site.
 

  • Employee Benefits Program: discounts for employees, friends and family on a huge selection of products and services from a variety of brands including Samsung, Coles, Harvey Norman, Village Cinemas, Dick Smith, Vodafone, Thrifty and many more.

  • Recruitment referral awards: $1500 is awarded to eligible employees for referring friends or family to an open role if the candidate is successful.

  • Corporate rates for private health insurance: Nib Health Insurance offers discounted cover for employees.

  • Novated leasing: We provide an effective way to salary sacrifice for a vehicle through novated leasing with a choice of two novated leasing partners -Toyota Fleet Management or LeasePLUS.

 

About Us

InfraBuild is Australia’s leading integrated steel manufacturing, distribution and recycling business, making steel using our electric arc furnaces. We provide solutions for commercial and residential construction, large scale and nation-building infrastructure as well as our primary producers and rural sectors.  With ambitions to be carbon neutral by 2030, each day we help build futures through sustainable steel.

 

Why work here?

We offer more than just a job; we provide a dynamic environment built on three pillars that define our commitment to both our team and our industry.
 

  • Work with a greater purpose: Join us in the pursuit of a sustainable future as we progress our ambition to become carbon-neutral. You will contribute to a legacy that not only helps to build our nation but sustains our environment for future generations. Embrace a culture where differences are celebrated, innovation is embraced and valuing everyone's unique perspectives contributes to our transformation.
     

  • Work well - live better: We understand the importance of working in an environment which supports you to balance your personal and professional life. Experience a culture which values you as a whole person - where family extends to the workplace and your well-being matters. You’ll thrive not only in your career with us, but beyond.
     

  • Build your own future: Step into a culture where every day is an opportunity to grow, and where driving your own development is not just encouraged; it's expected. You’ll be empowered to take the wheel of your learning journey and uncover your potential. The possibilities are limitless.
     

We invite you to forge your career in a workplace where passion meets purpose, wellbeing is nurtured and the opportunity to thrive is in your hands.


It is our ambition at InfraBuild to cultivate an inclusive workplace that is as diverse as the communities we serve. We encourage candidates from all cultural backgrounds, genders, orientations, age groups, and abilities to apply. Your diversity is our strength in creating sustainable and innovative steel solutions for Australia's tomorrow.

Agencies should note that unsolicited resumes will not be accepted to this position, and GFG will not pay any fees related to resumes that are submitted directly to hiring managers and not through our approved processes.


We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

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