Service Delivery Manager

Service Delivery Manager

Manage the service desk and infrastructure teams at the RFDS, and be an integral member of our leadership team guiding innovation and growth.

Classifications

• IT & Telecomms
• Management
• Permanent / Full Time

Key points

• Up to 150K Salary & access to tax free benefits up to $18,550
• Manage & enhance the efficiency and effectiveness of RFDS technology
• Permanent, full-time role based in Brisbane

Description

The Royal Flying Doctor Service (RFDS) Digital and Technology department is seeking an experienced manager to lead the service desk and infrastructure teams. The Service Delivery Manager is a newly created role and will be an integral part of the Digital & Technology leadership team responsible for the effective and efficient delivery of all third-party and internally managed technology services used to support our business. This is achieved through the management and orchestration of people, products, providers and processes to meet business requirements and agreed service levels.

In this role, you will utilise your seasoned leadership skills to support, plan and lead the delivery of the services provided by both the Service Delivery Team and IT Infrastructure and Operations Team. In addition, you will;

• Establish and maintain strong relationships with internal and external stakeholders to ensure priorities, vision and roadmaps are aligned
• Lead and develop the teams to ensure a consistent and high level of service is provided to all RFDS staff
• Oversee the management and leadership of the Operations, Service Desk and End User Technical Support functions
• Lead the development of strategies, tools and processes to proactively monitoring of the performance, availability and capacity of all key infrastructure systems and services.
• ​Oversee the management of third-party vendors who are contracted to deliver technology services, including service review meetings and performance reporting
• Lead a continuous improvement culture to improve service delivery
• Contribute to the development of the annual budget and manage and monitor spend in delegated areas

The Service Delivery Manager is a permanent full-time position based in Brisbane. Digital & Technology offers hybrid working arrangements with a mixture of home and office work, as well as regular team days.

Who are we looking for?

In addition to your formal qualifications in Computer Science, Information Technology, Engineering, Technical Management (or a closely related field) you will demonstrate a collaborative leadership style that is people-centred, strategic, and oriented towards growth. You will also demonstrate-

• ITIL Foundation Certification
• Strong communication and stakeholder and customer engagement skills
• Guidance and Governance of the implementation of service-level agreements and metrics/reporting
• The ability to engage with a diverse range of business stakeholders across multiple lines of business and cohorts
• Complex problem-solving skills and the ability to explain technical issues and solutions in simple easy to understand language
• Technology domain and architecture design experience (including Microsoft O365 and Azure, networking)
• Demonstrated experience in managing technical and business resources including system engineers, systems administrators, service desk and technical support officers
• Extensive experience in ICT Change Management
• Working knowledge of the software development lifecycle
• Working experience implementing and supporting cybersecurity platforms and technologies

Why work for us?

As a member of this team, you will be instrumental in developing and delivering efficient and effective RFDS capabilities. As a leader, you will play a key role in helping us grow into our 100th year of service to the people of Queensland. You will work with people who are passionate about our purpose and proud of their contribution. You will also have access to-

• Attractive remuneration package up to 150K + Super
• Access to generous not-for-profit tax-free benefits up to $18,550, increasing your take-home pay!
• FREE onsite parking
• 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
• Novated leasing available
• Access to a full allocation of a newly launched uniform range at no cost

About us

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?

This role will close by the 17th of March 2023 however; shortlisting will commence before the end date so don’t delay in applying! For further information regarding this role please contact Yasmine Haimes at recruitment@rfdsqld.com.au.

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 check and may be required to undergo a pre-employment medical assessment. There may be a requirement to travel in QLD and NSW for this role and work out of hours may be 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 a 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.