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Service Delivery Manager

Maurice Blackburn Lawyers - South Melbourne, VIC

Source: uWorkin


 A law firm like no other.

Work with people who are truly passionate about the work we do and the impact we have on the community. From the kind of people who work here, to the kind of cases we take on, these values have run deeply throughout our organisation for almost a century.

A diverse and inclusive workplace is something we are absolutely committed to. We actively work to create a strong and inclusive culture enriched by differences in ethnicity, gender, sexual orientation, gender identity, religion, age and family arrangements. We encourage applications from Aboriginal and Torres Strait Islander people.

We value work life balance and are open to flexible working arrangements which includes Hybrid working spilt between office/WFH.

We also offer great employee benefits, some of which include:

  • Ongoing coaching and career development opportunities
  • Fully paid gym membership
  • Salary Continuance & Life Insurance
  • 17.5% Annual Leave Loading
  • Wellbeing Programs for you and your family
  • Generous leave entitlements
  • Health and Wellbeing Leave (4 extra days a year)
  • 18 weeks paid parental leave / 4 weeks paid secondary carers leave

If you can help us see the world from a different perspective enabling us to solve problems, face challenges and service our clients more effectively, we strongly encourage you to apply for this position!

About the Role 

As the Service Delivery Manager, you will play a critical role in connecting and supporting our employees with the digital capabilities and services that they need. To do this you will be able to develop and maintain positive relationships with both internal and external stakeholders to ensure that digital and technology services achieve their desired business outcomes. You will help frame what a contemporary service delivery function should look like, and lead the development of competencies and capabilities that positions service delivery as an intrinsic part of the Maurice Blackburn Digital & Technology portfolio.

Key Responsibilities 

  • Leading Digital & Technology support teams to work collaboratively and in a coordinated manner in the delivery of services;
  • Developing and maintain effective internal stakeholder relationships to understand their business requirements and offer tailored solutions;
  • Leading the implementation of changes to service delivery and technology initiatives;
  • Monitoring and promoting cybersecurity awareness training;
  • Being responsible for performance reporting, analysing trends to identify areas of improvement in delivery of services;
  • Owning all ITIL processes including change, problem and incident management. Work closely with support teams to determine root cause of issues and implement permanent fixes;
  • Keeping up to date with best practice and industry trends and identify and recommend those appropriate for implementation at the firm; and
  • Ensuring that SLA’s are achieved and service quality and overall expectations are met or exceeded.

Key Selection Criteria 

You will have previous experience leading a Digital & Technology team, with a demonstrated ability to mentor and develop employees. You will also have an ITIL certification and be certified in Project Management methodologies such as Agile or Prince2. A relevant tertiary qualification will be highly regarded.

Having the ability to foster relationships and influence internal stakeholders and having problem solving and analytical skills will be essential for this role. 

How to Apply

Click the ‘Apply’ button and include your resume and cover letter.

Please note, applications will not be accepted via email and must be submitted via our online recruitment system.

Closing date for all applications will be Friday 14 May.