At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
This is an excellent senior role within Innovior Internal IT department. A part of the business where you can influence internally within our Operation teams and work closely with Innovior clients to meet their business requirements. This role is full of variety with a chance to use both your technical knowledge and relationship building skills.
As our IT Service Delivery Manager your primary focus will be the overall governance of our technology and digital platform, uplifting our ways of working and looking at every touch point that our people interact with our platforms to enhance our employee user experience.
Main Activities and Responsibilities:
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.
Core Competencies:
Systems Processes & Policy
Ensure all policies & procedures are adhered to, including compliance obligations
Ensure key function policies are in place & are current
Drive & implement operational excellence in function/line of business
Automation and reduction of tickets, changes and outages within the environment
Ensure compliance within function/line of business
& industry associations, managers, peers & direct reports
Establish & manage effective relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive team
Key Skills and Capabilities:
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 an complex support environment
Flexible but methodical and thorough approach - process oriented
Provide superior analytical skills in solving resource conflicts and problems as they relate to service delivery to the customer base
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)
Proven track record of delivery across complex programs involving cross-functional teams
Experience and certification in ITSM (minimum ITIL v.3 Foundation qualified)
Experience with Service Management frameworks (E.g., ITIL) to manage service performance
Experience with FreshService ITSM tool is advantageous
Experience in a consulting work environment, where helpdesk is supporting external customers to the helpdesk organisation
Experience with RPA, Salesforce, Data & Analytics, ServiceNOW all advantageous
Automation and digitising end user experiences is desirable
Exceptional communication skills
Qualifications and Typical Experience:
Relevant tertiary qualifications
Substantial experience within similar role
Other Position Requirements:
Subject to business demands, additional hours may be required
Satisfactorily pass and maintain a character clearance / and security check to client standards inclusive of a Police check
Satisfactorily evidence identity