Service Delivery Manager, APAC
Service Delivery Manager, APAC
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Job Description
Job Title
Service Delivery Manager APACJob Description Summary
Join a global team at the forefront of IT service delivery where youll lead high-performing teams shape regional strategy and build resilient relationships across borders.Job Description
Key Responsibilities:
Managing and developing a team of IT professionals including performance management coaching and mentoring.
Managing the day-to-day operations of IT service delivery ensuring services are delivered on time and to the agreed-upon quality standards.
Building and maintaining strong relationships with stakeholders including business users IT teams vendors and managed service providers.
Collaborating with third-party vendors and managed service providers to ensure efficient operations.
Working with stakeholders to understand business requirements and ensure that IT services are designed and delivered to meet those needs.
Overseeing the resolution of major incidents and problems ensuring timely and effective solutions.
Monitoring and managing SLAs to ensure that service levels are met and maintained.
Preparing and presenting reports on service delivery performance to stakeholders.
Identifying and resolving service delivery issues and implementing preventative measures to minimize future disruptions.
Identifying opportunities to improve the efficiency and effectiveness of IT service delivery processes.
Act as point of contact for the escalation of support issues
Managing small to medium-sized IT projects related to service delivery.
Working with cross-functional teams to ensure seamless service delivery.
Providing support for corporate conferencing and ensuring the ready availability of meeting room audiovisual systems
Collaborate with the regional and global IT teams on infrastructure upgrades security initiatives and emerging technologies.
Keeping up to date with industry best practices and emerging technologies related to IT service management.
Knowledge Skills & Abilities
A deep understanding of service management principles frameworks (such as ITIL) including incident management problem management change management and service level management. Experience with enterprise IT service management tools (e.g. ServiceNow)
Excellent leadership and team management skills with experience in coaching and mentoring IT support staff
Excellent communication and interpersonal skills: Ability to effectively communicate with stakeholders at all levels.
Strong problem-solving and decision-making abilities with a proactive approach to issue resolution
Experience in service delivery management: Experience in managing IT services in a complex environment.
Experience working with Managed Service Providers
Excellent organization skills to balance and prioritize work
Knowledge of IT processes general controls and project management and system development life cycles
Possesses a strong understanding of IT technologies and infrastructure to effectively manage and support services.
Understanding of IT security best practices and compliance requirements
Requirements:
Bachelors degree in information technology Computer Science or a related field required
7-10 years of experience in IT support or service desk operations
5 years of experience in a leadership or managerial role
Experience working in a multinational or regional IT environment
With full working rights based either in Sydney or Melbourne.
Why join Cushman & Wakefield
At Cushman & Wakefield youre never navigating the space planning journey alone. As part of our global SPO community youll be connected to a vast network of experts who share knowledge collaborate across markets and champion innovation in workplace strategy.
Collaborate with multiple business leaders across the globe
Wide exposure to diverse services business areas and growth opportunities
Learn and evolve with a knowledgeable and supportive team culture
Hybrid work setupbalance office time with remote flexibility
Opportunity to lead impactful IT projects and drive operational transformation
Join a company where your expertise is recognised your growth is nurtured and your role is part of a larger purpose in shaping the future of workspaces.
We have a vision of the future where people simply belong.
Thats why we support and celebrate inclusive causes not just on days of recognition throughout the year but everyday. We embrace diversity across race colour religion sex national origin sexual orientation gender identity or persons with disabilities or protected veteran status. As part of our ongoing commitment to RAP Aboriginal or Torres Strait Island Islanders are highly encouraged to join us!
We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too join us.
We are committed to keeping you our workplaces and our client spaces safe & healthy.
As an equal opportunity employer Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.INCO: Cushman & Wakefield
Required Experience:
Manager
Employment Type
Full-Time
