Senior Manager IT Service Delivery
Job Summary:
As a Senior Manager IT Service Delivery, you will oversee the efficient delivery of IT services and ensure
that all IT-related processes and support meet organisational standards. This role involves managing a
team of IT professionals, developing and implementing service delivery strategies, and maintaining high
levels of customer satisfaction. You will be critical in coordinating and providing technical leadership to
all stakeholders, ensuring the smooth functioning of our IT systems, applications, and hardware.
Outline of Accountabilities & Responsibilities:
Service Delivery Management:
• Oversee the daily IT service delivery operations, ensuring services are delivered effectively and efficiently.
• Operational responsibility for providing services to the organisation 7X24X365
• Develop and implement service delivery strategies to improve service quality and performance.
• Manage and optimise IT service management processes, including incident, problem, and change management.
• Driving change and successful completion of projects across the Service Delivery team.
Team Leadership:
• Lead, mentor, and manage a team of IT service delivery professionals.
• Conduct performance reviews and provide training and development opportunities.
• Foster a collaborative and productive team environment.
• Train IT teams and other team members in service delivery on ITIL methodologies.
Performance Monitoring and Reporting:
• Undertake root cause analysis (RCAs) to problem solve and implement preventive measures.
• Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).
• Analyse service delivery metrics and identify areas for improvement.
• Prepare and present regular performance reports to senior management.
Process Improvement:
• Identify and implement process improvements to enhance service delivery efficiency and effectiveness.
• Stay current with industry best practices and trends to ensure the organisation remains competitive.
Compliance and Governance:
• Ensure IT service delivery practices adhere to security policies and compliance requirements.
• Implement and maintain IT service delivery governance frameworks.
• Manage vendor relationships and contracts, ensuring the delivery of quality services.
Other Duties:
• Other duties as directed by the Chief Technology Officer.
Key Competencies:
• Monitor regulation compliance
• Strategic People Leadership
• Stakeholder Engagement & Relationship Management
• Project & Change Management
• Vendor Management
• Customer Experience
• Budget Management
• Interpersonal communication
• Performance Coaching & Capability Development
• Business analysis & insights generation
• Continuous Learning
Personal Qualities:
• Highest levels of integrity and personal ethics
• Excels under pressure
• Self-motivated & driven to succeed
• Builds rapport and engenders trust
• Collaborative
• Tenacious
• Genuine interest in others Experience
• Tertiary qualifications in Information Technology, Computer Science, related field, or equivalent experience.
• Proven experience managing complex multiple-site IT environments, ideally in a tertiary education
sector or similar.
• Strong background in ITSM, ITIL and IT Service Delivery.
• Excellent communication skills, with the ability to effectively communicate with technical and non-technical stakeholders at all levels of the organisation.
• Strong process and project management skills, with the ability to influence stakeholders and motivate collaborators to achieve project goals.
• Demonstrated ability to work in a fast-paced, deadline-driven environment, managing multiple projects and priorities simultaneously.
• Experience with IT delivery tools such as service desks, reporting platforms, collaboration tools, and
software platforms aligned with delivering education services.
