IT Service Delivery Manager
IT Service Delivery Manager
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Job Description
Lovisa is fastfashion Retail
Lovisa is global and its growth is infectiously energetic
POSITION PURPOSE AND EXPECTATION:
IT Service Delivery Managers ensure effective delivery of IT services for one of Lovisas global support regions (EMEA Americas APAC and China/CA). This role is part of Lovisas Global IT team which operates as a 24x7 global support function with regional support centres located in Australia South Africa Europe and North America. Lovisas Service Delivery Team are largely focused on providing Level 1 and Level 2 support to Lovisas retail stores regional offices and distribution centres.
The IT Service Delivery Manager will be responsible for:
Ensuring Lovisa Stores Support Centres and Distribution Centres are receiving a high standard of IT support in accordance with Global IT policies.
Incident resolution:
Individual handson contribution to manage Incidents and Problems; and
Managing the day to day activities of a small number of regional team members; and
Management of incidents under a followthesun support model in order to ensure progress continues around the clock while solving time critical issues from other regions.
Keeping the regional management teams aware of status regarding operational issues to ensure effective relationships are maintained between IT and various regional teams.
Day to day performance management of IT vendors and contractors to ensure fit for purpose relationships and effective service delivery with significant relationships with providers of:
Internet Services.
Point of Sales (POS) systems.
Field Services (Store Support).
Mobile telephony.
Office hardware and software.
Working with the Level 1 Global Service Desk to ensure effective ticket management.
Working with Level 3 teams (Infrastructure Data Applications) to ensure effective support and escalation management.
Providing adhoc assistance to Lovisas New Store Team for the initial IT set up of Stores.
Ongoing development of Knowledge Articles for supporting the environment.
Manage on/offboarding of regional team members including their equipment and IT access requirements.
Contributing towards the continuous improvement of all IT services.
Occasional work outside normal business hours to support the above.
Required skills and attributes:
Tertiary qualification (or relevant experience to match) in Information Technology or related discipline.
Minimum of 2 years experience in a similar Service Delivery role or Technical Team Leadership role.
Awareness or certification in ITIL Foundations and a good understanding of IT Service Management concepts.
Exposure to Microsoft and Cisco administration tools.
Written and verbal communication skills presentable and tuned to the audience.
Technical problemsolving skills.
Customer service mindset and an ability to work with teams of varying levels across multiple geographies.
Vendor & Commercial Management.
(Desirable) Experience with PointofSale (POS) systems in retail operations.
(Desirable) Practical experience with Mobile Device Management (MDM) tools.
(Desirable) Project Management experience.
We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence by supporting our culturally diverse team around the world.
Employment Type
Full Time
