IT Service Delivery / Operations Manager | ITIL | Leadership

Exceptional opportunity for an experienced Service Delivery Manager or IT Operations Manager to take ownership of vendor performance, service delivery and an internal helpdesk team within a well-established professional services firm.

This is a broad, hands-on leadership role where you will work closely with the CIO to ensure technology providers are delivering against agreed service levels, costs and business expectations. While vendor management and governance are key parts of the role, this is not a position where you will sit back and simply review reports. You will need to be comfortable rolling your sleeves up, working through operational issues and supporting the team when required. You will also have the opportunity to contribute to a range of ICT projects and broader technology initiatives across the firm.

You do not need to come from a dedicated vendor management role. We are equally interested in experienced IT Operations, Service Delivery or IT Support Managers with strong ITIL knowledge, commercial awareness and the confidence to manage vendors, negotiate outcomes and hold service providers accountable.

The opportunity

Working closely with the CIO, you will be responsible for the oversight of infrastructure, application, audio visual and support vendors, while leading and mentoring the internal helpdesk team.

Your responsibilities will include:

• Managing outsourced IT providers and vendor relationships

• Monitoring service levels, performance and contractual obligations

• Leading service reviews and improvement plans

• Coordinating incidents, major outages and root cause analysis

• Managing vendor risks, security and governance requirements

• Leading and supporting the internal helpdesk team

• Resolving operational and service delivery issues

• Supporting core applications, data quality and stakeholder reporting

• Contributing to ICT projects and technology improvements

About you

You may currently be working as an IT Operations Manager, Service Delivery Manager, Technology Operations Manager, IT Support Manager or Vendor Manager.

To be successful, you will have:

• Experience managing IT operations, service delivery or outsourced providers

• Strong knowledge of ITIL service management processes

• Experience managing vendors against service levels and contracts

• Strong negotiation and vendor performance management skills

• A hands-on approach and willingness to support the team

• Experience leading and developing an IT support team

• Commercial awareness and experience managing vendor costs

• Knowledge of technology procurement, risk and governance

• Exceptional communication skills and the ability to build rapport quickly

• Confidence engaging with senior leaders, Partners, technical teams and vendors

• The ability to think outside the box and find practical solutions to problems

• The ability to manage multiple vendors and competing priorities

• An interest in broader ICT projects and technology initiatives

ITIL certification will be highly regarded, along with experience in legal or professional services, audio visual or workplace technology, ISO 27001, Essential Eight or legal technology platforms.

This role will suit a commercially minded operations leader who enjoys working across people, service delivery, vendors and technology. You will be a confident communicator who builds relationships easily, takes initiative and is prepared to consider different ways of solving problems.

It offers plenty of variety, the opportunity to improve how services are managed and the chance to become involved in broader ICT projects across the firm.

If you are ready for a hands-on IT leadership role where you can play pivotal role in the wider business transformation, please apply now or contact Tanya Cadman on 0410 611 171 for a confidential discussion.