Service Delivery Manager
Service Delivery Manager
The Service Delivery Manager is responsible for the delivery of all third-party and internally managed technology services across the RFDS!
Classifications
- IT & Telecomms
- Management
- Permanent / Full Time
Key points
- Competitive salary & access to tax free benefits up to $18,550
- Opportunity to be a part of the iconic RFDS team!
- Permanent, Full-time role based in Brisbane
Description
The Royal Flying Doctor Service (Queensland Section) (RFDS) continues to expand and develop the Digital and Technology team. The new opportunity of the Service Delivery Manager is to provide effective and efficient support to all ICT users across RFDS Queensland Section Bases and Corporate Office supporting incident management and request fulfilment.
The Service Delivery Manager is a Permanent Full-Time position based in Brisbane. Potential to travel and work at bases around Queensland. Digital & Technology offers hybrid working arrangements with a mixture of home and office work, as well as regular team days.
Key responsibilities
Your key responsibilities in this role will include:
- Management and orchestration of people, products, providers and processes to business requirements and agreed service levels
- Lead and develop the D&T Service Delivery team to ensure a consistent and high level of service is provided to all RFDS staff
- Management and provisioning of ICT hardware, software and telecommunications assets
- Be responsible for Implementing and monitoring SLAs
- Support and troubleshooting via phone, in person and through the management of tasks in an internally maintained ITSM
- Develop and maintain ICT services, determining user requirements and improving organisational use of technology
- Provision of First and Second level support to users, developing knowledge articles, automating processes and providing staff training.
- Deliver regular monitoring and reporting of service performance
- Provide ‘on call’ 24-hour support as required
- Identify, manage, co-ordinate and deliver ICT improvement initiatives as required
To be successful in this role you will possess the following:
- Several years’ experience in ICT Support, Helpdesk or Service Desk and customer service
- Strong troubleshooting and fault/problem resolution skills
- Excellent communications skills (both verbal and written) with a customer focused approach
- Strong understanding of ITIL Framework and IT Service Management
- Experience in the management of third-party vendors including service review meetings and performance reporting
- Working knowledge of ICT Procurement and Asset Management practices
- Experience with Office 365, ServiceNow and SharePoint
- Experience with mobile device management platforms
- Knowledge of Software License Management practices
- Industry qualification, Diploma or Certification in ICT
- ITIL Foundation Certification (desirable)
- Current QLD Drivers Licence
- Attractive remuneration package + Super
- Access to generous not-for-profit tax-free benefits up to $18,550, increasing your take-home pay
- Opportunity to be a part of the iconic RFDS team
- Be a part of building the capability of RFDS systems
- Work with people who are passionate about our purpose and proud of their contribution
- Comprehensive orientation program including an inspiring tour of our facilities and operations
- Employee Assistance Program - advice for staff and their families (support, nutrition & financial)
- Private health insurance discounts
The Royal Flying Doctor Service of Australia (RFDS) is one of the largest and most comprehensive aeromedical organisations in the world. Using the latest in aviation, medical and communications technology, RFDS Queensland Section delivers extensive primary healthcare and 24-hour emergency service, from nine strategic bases, to those who live, work and travel throughout Australia.
As a member of the team driving RFDS from behind the scenes, you’ll come to work knowing that your efforts are enabling our work in helping people in Queensland communities.
Interested?
Please submit your application including demonstrated experience highlighting your suitability to this opportunity. For further information please contact recruitment@rfdsqld.com.au this role will close on 22nd February 2023.
The Royal Flying Doctor Service (RFDS) (Queensland) is passionate about fostering equality within the workplace. We encourage applications from Aboriginal, Torres Strait Islander, and people of culturally diverse backgrounds.
Please note: This role will be required to undergo a pre-employment drug and alcohol test, will be subject to criminal history and may be required to undergo a preemployment medical assessment. There may be a requirement to travel in QLD for this role and work out of hours maybe required to respond to unscheduled outages and major incidents affecting critical systems.
RFDS (Queensland Section) works with vulnerable patients in remote parts of Queensland and provides an essential service to many regional and remote communities. To ensure the health and safety of our staff, our patients, and these communities, as well as to manage the risks involved in service delivery and COVID-19 transmission in these communities and our workplaces, our staff are required to be vaccinated against COVID-19. If you are the successful candidate the requirement to be vaccinated against COVID-19, including maintaining any recommended booster requirements, will be a term of your employment, as will the requirement to provide proof of vaccination.
