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IT Service Delivery Manager

Job No: WaterNSW1285
Location: Parramatta

We are currently looking for an experienced and enthusiastic IT Service Delivery Manager to join our BSI team to lead the delivery and support of high-quality IT services to end users, and to ensure End User Computing support and service delivery processes are in place to meet business needs. You will be based in our Parramatta office, but will on occasion be required to work from home or travel to other WaterNSW locations.

We want someone that is passionate about customer service, end user technology and leading teams to join us and support IT services across WaterNSW. You will be responsible for managing a single point of contact for all IT incidents, service, access and change requests, and will need to balance service level standards, risk and cost; and drive excellence in safety.

At WaterNSW we supply and seek to improve availability of water that is essential for water users and the communities throughout NSW. Your expertise and technical advice in the pursuit of available, high performing and secure IT services will be essential for the success of WaterNSW. Join us for the opportunity to be a part of something vital to everyone.

This role also requires you to

  • Own and manage the ITSM system.
  • Proactively analyse, investigate and initiate improvements.
  • Manage the IT Service Catalogue.
  • Increase efficiency and customer satisfaction.
  • Lead and develop your team.
  • Manage service delivery within allocated budget.
  • Report on and continually improve service levels.

What is essential?

  • Tertiary qualifications in information technology or a related discipline
  • ITIL Service Management Foundation Certification
  • Advanced knowledge of Service Delivery and Service Management frameworks.
  • Proven experience in managing an IT Service Desk and desktop support team in alignment with best practice guidelines
  • Proven leadership and staff resource management skills in an IT environment, including people, process and technology management skills
  • Extensively demonstrated analytical and problem-solving skills in an operational context to solve technical complexities
  • NSW drivers licence

For you

We will provide a dynamic workplace, a supportive team and opportunities to develop your skills as an IT professional. A competitive remuneration package with flexible work arrangements. As part of our flexible work arrangements you may need to be contactable or work outside of business hours to meet business needs.

Probity checks  

The successful applicant will be required to undergo pre-employment checks including a National police check and a Medical check. Any offer of employment will be subject to successful clearance of any required checks.  

More information can be accessed via the Position Description and queries can be directed to:
All applications must be lodged via an online application - emailed applications will not be accepted.

To apply please complete your personal details and submit your cover letter and resume below, Applications close on 3 June 2020.

Please note: Only shortlisted applicants will be contacted







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