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Innovior logo
Innovior

Management consultants passionate about unlocking true potential with AI, automation and data analytics.

IT Service Delivery Manager

ManagerManagerFull TimeRemoteSeniorTeam 51-200Since 2016H1B No SponsorCompany SiteLinkedIn

Location

Philippines

Posted

96 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglishITSM

Job Description

IT Service Delivery Manager

Innovior

• Overall accountability for Service Delivery across the Innovior(AU/NZ/PH/IN) • Continually driving improvements in efficiency, productivity, and quality of service delivery • Overall accountability for Service Management framework and processes across Innovior • Ownership of change management • Conduct, analyse and document post-implementation reviews, build key learnings into future change management plans • Owning Innovior Major Incident Management (MIM) processes for critical incidents, including coordination across support teams and stakeholders • Actively participating in and drive compliance with PCI, IRAP and ISO27001 framework and compliance • Building and maintaining the brand of the Innovior IT team within the Probe Group through communication and advertising of team achievements • Delivering service level management reporting to meet business, operational and strategic management needs • Ensuring relevant IT operational standards, processes and procedures are documented, updated and complied with • Coordinating responses to Account Executives relating to RFIs/RFPs etc where IT input is essential • Liaise with Key Stakeholders within both Operational team and support team to ensure complete delivery of improvements • Ensure all Probe Group policies, including Business Management System and Security policies and procedures are adhered to. • Ensure Work Health and Safety policies and procedures are adhered to. • Ensure you, and employees within your area of responsibility, take care at all times to work in a safe manner and report workplace hazards.

Job Requirements

  • Demonstrated ability to lead teams and bridge business and technology leaders
  • Ability to effectively communicate to multiple stakeholders at various levels
  • Demonstrated skills and experience in a customer service environment (5 years +)
  • Background and technical experience in a complex support environment
  • Extensive customer, vendor, and stakeholder management experience
  • Experience of monitoring and controlling risks and issues to ensure adherence, compliance, and retention of industry standard (PCI, IRAP, ISO 27001)
  • Experience and certification in ITSM (minimum ITIL v.3 Foundation qualified)
  • Experience with FreshService ITSM tool is advantageous
  • Experience in a consulting work environment, where helpdesk is supporting external customers to the helpdesk organisation
  • Exceptional communication skills

Benefits

  • Flexibility in working hours
  • Professional development opportunities

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