PermTechnologyPerthAbout the company:Green Light is one of Australia's most successful and fastest-growing IT services businesses. We offer a wide range of IT services in Security, infrastructure, and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia, and Europe.About the Engagement:Green Light are looking for a Service Delivery Manager to join our Technology Client supporting their critical project.About the roleOversee the end-to-end delivery of IT services and ensure they meet or exceed SLAs.Coordinate and manage service requests, incidents, and changes through the IT service management tool.Track and monitor service delivery metrics and performance indicators.Serve as the primary point of contact for incident escalations and resolution.Facilitate problem management processes, including root cause analysis and preventive measures.Coordinate with technical teams to ensure timely resolution of incidents and problems.Manage and coordinate IT change requests to minimize impact on operations.Ensure that changes are implemented in a controlled and compliant manner.Support release management activities, including scheduling and communication.Maintain strong relationships with clients and stakeholders to understand their IT service needs.Communicate service performance, issues, and improvement plans effectively.Gather feedback to improve service delivery and customer satisfaction.Identify areas for improvement in IT service delivery and propose solutions.Collaborate with IT teams to implement process improvements and best practices.Participate in service review meetings and contribute to continuous service improvement initiatives.Generate and maintain accurate service delivery reports and dashboards.Document processes, procedures, and guidelines related to service delivery.Ensure compliance with IT policies, procedures, and standards.What will make you successful in this role?Excellent customer service and relationship management skills.Strong understanding of IT service management (ITSM) frameworks and methodologies.Ability to analyze data and generate insights to drive service improvements.Proactive attitude with a focus on continuous improvement.Team player with the ability to collaborate across various IT teams and departments.Education: Bachelor's degree in Information Technology, Computer Science, or equivalent in experience.Experience: 2-4 years of experience in IT service management, IT support, or a related role.Certifications: ITIL Foundation Certification or similar IT service management certifications preferred.Technical Skills: Knowledge of IT service management tools (e.g., ServiceNow, Jira), incident management, and change management processes.Soft Skills: Strong communication, organizational, and problem-solving skills. Ability to work under pressure and manage multiple tasks simultaneously. Proven high-level communication skills, including the provision of expert advice on ICT issues of a critical and complex nature. Proven ability to work under pressure, meet deadlines and prioritize workloads.How to ApplyInterested candidates should submit their resume detailing their relevant experience and qualifications along with a cover letter with work rights details. Green Light Worldwide will review all applications, and qualified candidates will be contacted for an interview.To submit hit, APPLY or send your resume to Jaya Aidasani – Senior Resource Manager – ******
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