Are you an experienced IT Services Manager looking for your next challenge? Do you have a passion for service excellence, leadership, and driving IT performance? If so, we want to hear from you!About the RoleWe are seeking a highly motivated and experienced IT Services Manager to join our team. In this critical role, you will be responsible for overseeing the delivery and management of all IT services to ensure seamless operations and high levels of user satisfaction. You will lead a team of IT professionals and work closely with various departments to align IT services with business objectives. If you are a strategic thinker with a passion for service excellence and a proven track record in IT service management, we encourage you to apply!What You’ll DoService Delivery Management: Oversee the day-to-day operations of IT services, ensuring consistent and reliable performance across all areas (e.g., help desk, network, systems, applications).Team Leadership: Lead, mentor, and manage a small team of IT service professionals, including performance management, training, and development.ITIL-style Framework Implementation: Implement and maintain best practices and processes for incident management, problem management, change management, service request fulfilment, and knowledge management.Service Level Management: Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service quality and identify areas for improvement.Stakeholder Management: Build and maintain strong relationships with internal stakeholders across different departments to understand their IT service needs and ensure effective communication.Process Improvement: Continuously identify and implement process improvements to enhance service efficiency, effectiveness, and user satisfaction.Vendor Management: Manage relationships with external IT service providers and vendors, ensuring service delivery aligns with contracts and expectations.Budget Management: Assist in the development and management of the IT services budget, ensuring cost-effective service delivery.Incident and Problem Management: Lead the response to major incidents, ensuring timely resolution and effective communication. Drive root cause analysis and implement preventative measures for recurring problems.Reporting and Documentation: Develop and maintain comprehensive documentation of IT services, processes, and procedures. Generate regular reports on service performance and key metrics.What We’re Looking ForBachelor's degree in Information Technology, Computer Science, or a related field.7+ years of experience in IT service management, with demonstrated experience in a leadership role.Solid understanding of IT infrastructure, systems, and applications. Familiarity with various IT service management tools and technologies.Proven ability to lead and motivate a team, delegate effectively, and foster a positive team environment.Excellent written and verbal communication skills, with the ability to communicate technical information to both technical and non-technical audiences.Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.A strong commitment to providing excellent customer service and ensuring user satisfaction.Experience with project management methodologies and the ability to manage IT service-related projects effectively.Bonus Points If You HaveITIL Certification: ITIL Foundation certification; ITIL Intermediate or Expert certifications highly preferred.Project Management certification (e.g., PMP, Prince2).Other requirements:Must be willing to obtain a National Police Check.Must be able to work from our office located in Varsity Lakes, QLD.Why Join Us? Be a key player in shaping and improving our IT service delivery. Work in a dynamic and collaborative environment. Opportunities for career growth and professional development. Ready to take your IT leadership career to the next level? Apply today!
#J-18808-Ljbffr