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April

Service Delivery Lead

Enware Australia Pty Limited - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

Service Delivery is the pivotal role in the delivery of quality service to Enware.

Working with our support partners, the business and the IT Service Delivery Lead to provide confidence and assurance in the underlying infrastructure, ensuring the environment is always optimally configured and performs in accordance with our requirements and expectations.


  • Responsible for the tactical relationship between Enware and its external support partners other support partners as required. Manage relationships at multiple levels and with multiple parties to ensure service is provided to the business.
  • Establish internal Service Level agreements which are aligned to our Support Partners.
  • With Help Desk Support manage the tickets for Incidents, Requests, Problems, Change Requests and Knowledge Management to ensure SLA’s are met.
  • With Support partners and Help Desk be responsible for both internal and external SL management, communication updates, compliance, issue and escalation management, process improvement, quality management, service request management, change management and reporting.
  • Escalations to support partners including their service management team.
  • Root cause analysis of problems which have occurred.
  • Identification and application of resolution and preventative measures.
  • Report performance against agreed business and support Service Level Agreements.
  • Respond to any received alerts and ensure the appropriate team is responding, these can be received 24/7.


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