IBM Service Delivery Manager 

Australia, Western Australia, Perth 

678973340

Your Role and Responsibilities
Service Delivery Management:

• Oversee the end-to-end delivery of IT services, ensuring they align with business objectives and meet defined SLAs.
• Monitor and manage the performance of IT service delivery, identifying areas for improvement and implementing corrective actions.
• Coordinate with technical leads to ensure the timely resolution of incidents, problems, service requests, enhancements and minor work requests.

Stakeholder Management:

• Act as the primary point of contact for stakeholders regarding IT service delivery, ensuring their needs and expectations are met.
• Maintain strong relationships with internal teams, external vendors, and clients to ensure effective communication and collaboration.
• Conduct regular service reviews with stakeholders to discuss performance, upcoming changes, and potential risks.

Continuous Improvement:

• Identify opportunities for continuous improvement in service delivery processes and implement best practices.
• Drive the adoption of ITSM tools and methodologies to enhance service delivery efficiency.
• Lead initiatives to improve service quality, reduce costs, and optimize resource utilization.

Team Leadership:

• Mentor a team of IT service delivery professionals, providing guidance and support to ensure high performance.
• Foster a culture of excellence and accountability within the service delivery team.

Reporting and Analytics:

• Produce and analyze service delivery reports to monitor performance against SLAs and identify trends.
• Present insights and recommendations to senior management based on data analysis and service performance metrics
• Prepare financial management reports

Risk Management:

• Identify and mitigate risks related to IT service delivery, ensuring continuity of services.
• Develop and maintain service continuity and disaster recovery plans.

Required Technical and Professional Expertise

• Proven experience as an IT Service Delivery Manager or in a similar role.
• Strong understanding of IT service management frameworks such as ITIL.
• Proven experience in driving initiatives in ITIL Processes, DevOps, Automation and AI
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.

*please note due to client requirement we can only consider applications from candidates with Australian Permanent Residency status at a minimum, with Australian Citizenship preferred*
Preferred Technical and Professional Expertise

• Strong financial management skills
• Data driven, ability to create and interpret complex reporting analytics