IT Service Delivery Manager

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• Use leading-edge technology to design and deliver technical solutions to complex problems.
• Work with diverse teams, both locally and globally
• Provide real outcomes that make a difference to our nation’s security.

Raytheon Australia is a trusted capability partner to the Australian Defence Force, providing technology solutions that protect and secure our sovereign projects.

We are seeking an experienced and proactive IT Service Delivery Manager to join our IT team and who can manage a large team of IT support staff in the effective delivery of workplace IT computing services to staff across multiple region/areas and acts as the escalation point, sets tram priorities, monitor workflows, and resources as well as mentoring and coaching team members on technical and customer service skills.

You will join a local team and be backed with global expertise as well as a tailored professional development program to ensure you and your work are successful.

Key Responsibilities:

• Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees, and applies standards.
• Monitors service delivery channels and collects performance data. Assists with the specification, development, research, and evaluation of service standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
• Initiates and monitors actions to investigate and resolve problems in systems, processes, and services. Determines problem fixes and remedies. Collaborates with others to implement agreed remedies and preventative measures. Supports analysis of patterns and trends to improve problem management processes.
• Establishes and maintains operational methods, procedures, and facilities and reviews them regularly for effectiveness and efficiency.
• Continually seeks to identify and improve operational processes and procedures, documenting such improvements and maintaining an up to date and relevant knowledge base.
• Assures that the security, usability, and accessibility requirements have been met and that required practices have been followed.
• Supervises individuals and teams. Allocates routine tasks and/or project work. Provides direction, support, and guidance as necessary, in line with individuals’ skills and abilities. Monitors progress against agreed quality and performance criteria. Acts to facilitate effective working relationships between team members.
• Demonstrate customer focus through active listening, positive language, and energy to anticipate, respond and follow through with customers, stakeholders, and colleagues.
• Travel may be required within Australia to fulfil the requirements of this role.

Skills, Experience and Qualifications:

• Requires a University Degree in Computer Science, Information Technology, or Engineering.
• Minimum 8 years prior relevant experience..
• Requires practical knowledge in leading and managing the execution of processes, projects, and tactics within IT client computing, IT asset management, mobile device management, identity and access services and all facets of IT support/service delivery.
• Requires broad knowledge and skills within the enterprise technology environments including networks, infrastructure, and applications with understanding of the impact of work on other areas of the organisation.
• Extensive hands-on experience in installation, configuration and administration of Windows client environments, non-Windows clients and associated Microsoft third party applications.
• Experience managing large user-facing IT support teams and remote support channels across a large, distributed enterprise workforce.
• Experience in end-to-end asset lifecycle management including record, control, reassign, manage, control and disposal of company IT assets within an asset management system.
• Experience communicating with parties within and outside of own work area, which may include external customers or vendors.

Successful candidates must be an Australian citizen and/or able to obtain and maintain Australian Defence security clearance. Eligibility can be found at http://www.defence.gov.au/agsva.

This is your chance to belong to an inspiring team and build your career at a company that invests in your future.

As our employees say, we do great work at Raytheon Australia and it’s great to workhere.

If you are looking for a challenging and rewarding career access your next mission now by clicking on the “Apply” button below or contact us at Careersraytheon.com.au

RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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