Service Delivery Manager
Service Delivery Manager
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Job Description
Avant is Australias leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years.
Avant now represents 90000 health practitioners and medical students across every state and territory delivering market leading products and services to meet their professional personal and practice needs. Building on this heritage our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.
About the role:
This role will be responsible for leading excellence in IT support services for internal Avant employees with a particular focus on continual improvement of user experience effective communications and assurance of business continuity.
The Service Delivery Manager plays a critical role in leading the Service Desk teams and managing vendor relationships to ensure seamless service delivery. Key focus on strategic service management incident response coordination and enterprise application support.
Key responsibilities:
- Manage and lead Service Desk team to deliver exceptional IT support services.
- Oversee incident request and problem management processes to ensure SLA compliance.
- Monitor analyse and improve service delivery metrics and team performance.
- Act as the primary point of contact for escalations and ensure quick resolution.
- Collaborate with IT teams and business stakeholders to drive continuous service improvement.
- Implement best practices policies and procedures in line with ITIL frameworks.
- Conduct regular team meetings training and performance reviews.
- Manage resource planning workload distribution and shift scheduling.
- Coordinate with vendors and third-party support as required.
- Prepare and present service reports to senior management.
- Drive initiatives for automation knowledge base improvement and user satisfaction enhancement.
Skills and experience required:
- Proven experience as a Service Delivery Manager or similar role managing Service Desk team.
- Strong understanding of ITSM frameworks (ITIL certification preferred).
- Experience managing incident problem change and request fulfilment processes.
- Excellent leadership communication and stakeholder management skills.
- Analytical mindset with the ability to interpret metrics and drive improvements.
- Ability to work under pressure and manage multiple priorities.
- Experience with ITSM tools (e.g. ServiceNow FreshService Jira Service Management).
- Bachelors degree in IT Computer Science or related field preferred.
At Avant our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference learn and grow in your career.
For further information please contact our careers team at emailprotected
Other details
- Pay typeSalary
Required Experience:
Manager
Employment Type
Full-Time
