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Service Delivery Consultant - Securepay

Australia Post - Australia,

Source: uWorkin


Work type: Permanent Full Time
State: VIC
Location: Melbourne
Responsible for facilitating engagement with a group of service customers; and service, process and functional owners across IT to assist stakeholders navigate the right outcomes. Liaise with a group of service stakeholders in a professional, timely and effective manner, to monitor and report service levels. Responsible for supplying information for the maintenance of SecurePay Technology’s Service Catalogue. What you'll be doing:

  • Manages customer expectations against IT service performance whilst also ensuring IT service offerings are clearlycommunicated to business facing functions of IT.
  • Works with IT and business stakeholders to ensure that IT Service costs are transparent and assist the business to take accountability of the services they consume.
  • Ensures non-functional requirements for new and/or changed IT Services are clearly defined early in the development lifecycle
  • Assists stakeholders to navigate when unclear on how to progress to ensure:
    • Service alignment exists between business and technology.
    • Service offerings are understood and agreed.
    • Stakeholders have an engagement point for escalation.
    • Business impact of Incidents and Changes are clearly communicated and understood
  • Act as a business change driver at the team level, participating in organisational change management initiatives as required

What we're looking for:

  • Service Management industry experience (e.g. involvement in forums such as HDAA, itSMF or government led forums)
  • Intermediate knowledge of Information Technology Service Management related trends and themes (e.g. ITIL/ISO20000)
  • Demonstrated experience influencing senior IT and business leaders
  • Demonstrated experience working within a team of customer facing Information Technology professionals in a complex organisation
  • ITIL Foundation Certification required
  • Awareness of Payment Gateway and eCommerce platforms preferred

Together, our differences make us stronger.

With a reach across Australia and beyond, we’re building a workforce that’s as diverse as the communities we serve. Learn more about how we're supporting inclusion at Australia Post, here. If you require adjustments at any stage of the recruitment process, please reach out to the Talent Acquisition Diversity Team at [email protected]

Australia Post welcomes applications from Aboriginal and/or Torres Strait Islanders. Check out this short video to find out how we acknowledge and pay our respects to the Traditional Custodians of the land we operate on.

Ready to join the transformation of Australia Post?

Click apply now, to help shape our tomorrow.