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Technology & Operations Service Delivery Manager

Link Group (LNK) - Melbourne, VIC

Source: uWorkin



The IT Service Delivery Manager (SDM) has accountability for the delivery of IT services to the Technology & Operations function. The role will be responsible for developing the service management framework and processes to drive service delivery excellence. It will act as a conduit between business users across T&O and the IT teams to ensure the technology strategy is executed and the needs of the business are met. 

The This role will also use its knowledge and experience to examine Link Group IT systems, procedures and identify any potential adverse risk and implement process or technologies to mitigate or support an environment that eliminates or reduces that risk for the future.

Key Accountabilities and Main Responsibilities

  • Develop a deep understanding of the business needs, future strategy, and translate these into strategic requirements for the technology environment
  • Operate as the primary point of contact for IT services into the T&O group, with the goal of maintaining and improving client satisfaction of IT services
  • Work in conjunction with project teams to actively guide the IT Delivery within T&O to ensure it is actively de-risked and expedited.
  • Promote risk management, responsible decision-making, business awareness and compliance across T&O.
  • Influence the operational teams to deliver robust, secure and high-quality IT services to the T&O group.
  • Act as the primary communication path relating to any planned activity or event likely to adversely impact the T&O business and act appropriately to address and mitigate against any risks associated.
  • Engage the required resources, internal or vendor, to ensure the timely delivery of services
  • Identify root cause trends with regards to IT incidents and develop and execute improvement plans to address issues in the future.
  • Identification and implementation of continuous improvement initiatives
  • Manage and respond to requests for service and proposals in a timely manner.
  • Day to day management of operational issues arising from the delivery of IT services
  • Review and rationalize how IT risks, incidents and issues are handled across various systems including GRC, LITH and JIRA 
  • Review, complete and present monthly SLA reports
  • Foster collaborative and mutually supportive relationships with stakeholders
  • Represent the Technology teams in forums with the T&O client group as both a trusted partner of the business and a representative of T&O
  • Consult and advise the business on the most appropriate course of action with regards to key technology initiatives and decisions
  • Work closely with the respective technology functions to ensure the local business requirements and client needs are factored into the design of IT operational policies & procedures. 
  • Work closely with the T&O teams to ensure that appropriate governance is applied to known, emerging and heightened risks and that each mitigation and treatment is appropriately actioned within set timeframes
  • Ensure that the principles in the control frameworks are clearly understood by the IT teams delivering the service and embedded into their ways of working.
  • Ensure that LinkGroup IT Operations, when it comes to Risk, Security, Audit and control frameworks are aligned to meet the requirements of the T&O business policy, industry ratings and Australian Regulatory frameworks.

Experience & Personal Attributes

  • Ability to build strong customer relationships and delivers customer-centric solutions.
  • Planning and prioritising work to meet commitments aligned with organisational goals.
  • Holding self and others accountable to meet commitments
  • Providing direction, delegating, and removing obstacles to get work done.
  • Develops and delivers communication that is adapted to meet the needs of different audiences
  • Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses 
  • Highly experienced IT professional, having worked across many areas of the SDLC (analysis, project management, dev, test)
  • Demonstrated experience in engaging with large vendors, with both onshore and offshore operations, to successfully achieve organisational objectives, deal with change while managing and delivering a range of competing priorities.
  • Proven knowledge of / experience working with recognised IT Service Management frameworks and methodologies, in particular ITIL.
  • Demonstrated ability to think and plan strategically with a commercial focus and respond to emerging issues and develop appropriate strategies and plans.
  • Advanced stakeholder management skills with the ability to maintain collaborative working relationships, challenge assumptions and influence key business contacts effectively.
  • Effective communication skills with all levels of the organisation (written and verbal); in particular, have the ability to explain complex technical concepts and issues in a way non-technical people can understand.
  • Highly Professional approach and Customer Focused
  • Work in a transparent and accountable manner
  • Understand the scope and breadth of software systems and be able to clearly explain the application ecosystem