Innovior

IT Service Delivery Manager

Innovior

full-time

Posted on:

Location Type: Remote

Location: Philippines

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

ITSM

About the role

  • Overall accountability for Service Delivery across the Innovior(AU/NZ/PH/IN)
  • Continually driving improvements in efficiency, productivity, and quality of service delivery
  • Overall accountability for Service Management framework and processes across Innovior
  • Ownership of change management
  • Conduct, analyse and document post-implementation reviews, build key learnings into future change management plans
  • Owning Innovior Major Incident Management (MIM) processes for critical incidents, including coordination across support teams and stakeholders
  • Actively participating in and drive compliance with PCI, IRAP and ISO27001 framework and compliance
  • Building and maintaining the brand of the Innovior IT team within the Probe Group through communication and advertising of team achievements
  • Delivering service level management reporting to meet business, operational and strategic management needs
  • Ensuring relevant IT operational standards, processes and procedures are documented, updated and complied with
  • Coordinating responses to Account Executives relating to RFIs/RFPs etc where IT input is essential
  • Liaise with Key Stakeholders within both Operational team and support team to ensure complete delivery of improvements
  • Ensure all Probe Group policies, including Business Management System and Security policies and procedures are adhered to.
  • Ensure Work Health and Safety policies and procedures are adhered to.
  • Ensure you, and employees within your area of responsibility, take care at all times to work in a safe manner and report workplace hazards.

Requirements

  • Demonstrated ability to lead teams and bridge business and technology leaders
  • Ability to effectively communicate to multiple stakeholders at various levels
  • Demonstrated skills and experience in a customer service environment (5 years +)
  • Background and technical experience in a complex support environment
  • Extensive customer, vendor, and stakeholder management experience
  • Experience of monitoring and controlling risks and issues to ensure adherence, compliance, and retention of industry standard (PCI, IRAP, ISO 27001)
  • Experience and certification in ITSM (minimum ITIL v.3 Foundation qualified)
  • Experience with FreshService ITSM tool is advantageous
  • Experience in a consulting work environment, where helpdesk is supporting external customers to the helpdesk organisation
  • Exceptional communication skills
Benefits
  • Flexibility in working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
change managementservice deliveryincident managementpost-implementation reviewsservice level managementrisk monitoringcustomer servicevendor managementstakeholder managementITSM
Soft Skills
leadershipcommunicationteam collaborationproblem-solvingcustomer focusorganizational skillsinterpersonal skillsadaptabilityanalytical skillsattention to detail
Certifications
ITIL v.3 Foundation