Service Delivery Manager

8-15 years
a month ago 174 Applied
Job Description

IDP Education Limited

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The Support Services Delivery Manager (SSDM) is accountable for service delivery management of IDP's support services delivered by Chennai based Service Desk and other application/s and infrastructure support teams.The SSDM plays a vital role in creating long-term healthy customer relationships, acting as the bridge between our customers and our support services teams.

The key responsibilities of the SSDM are across all areas of Support Services delivery process, continual service improvement and customer satisfaction.

Responsible for high level of customer satisfaction and service delivery in conjunction with Service Desk Manager and Other Support work group owners / leads

Responsible for Major incident management for key systems

Responsible for Support Vendors in all aspects

Build Support Services management practice including continuous service improvement.

Monitor overall performance of services and timelines to delivery.

Building, maintaining, and analyzing service reports to address any possible delays before they occur.

Following up with key support work groups, escalating and taking action if service delivery is not meeting expectations.

Working with the key stakeholders and operations teams to identify and manage service improvement activities and propose any amendments to improve processes.

Coordinate with cloud team on timely house keeping of infrastructure and maintenance activities of production system health.

Monitor, and report on service level agreements (SLAs) for incident resolution, response times, and system availability. Ensure that SLAs are met and take corrective actions if necessary.

Act as the primary point of contact for stakeholders, including customers, business users, and senior management. Establish effective communication channels and provide regular updates on incident statuses, resolutions, and service performance.

Develop and provide regular reports on support metrics, incident trends, service performance, and key performance indicators (KPIs). Conduct data analysis to identify areas for improvement, make data-driven decisions, and present findings to stakeholders.

Key Accountabilities

Key Performance Area:Service Management overall- Key Responsibility:

To provide a single point of accountability for delivery of support services ensuring their successful operation & them continual realignment & evolution to IDP business needs. Report on a regular basis to the business service performance against key indicators & service. Engage on a regular basis with IDP Service Managers to develop a deep understanding of the utilization of the services. Develop a strong reputation within the business for delivery & providing sound(expert) advice in relation to the services & IT in general Wow! our customers by delivering prompt, professional support services.

Measures:

Customer Satisfaction Score Services are managed effectively in the following areas: Issues are resolved in a timely manner. Ongoing maintenance & improvement programs are executed effectively to deliver to business needs. SM meetings are held on a regular basis with business stakeholders. Services performance is reported to the business using meaningful SLAs that meet business stakeholder expectations. Exhibits strong relationships with all service stakeholders with a reputation for problem solving & delivery.

Service Delivery Operations- Key Responsibility:

Maintain day to day responsibility for the ownership & resolution (including any referral or escalation as may be necessary) of SM issues which arise in connection with Support Services in conjunction with the Service Desk Manager & other support work group leads. Develop close working relationships with all vendors & support teams who provide components of the services. Maintain & manage (create where required) a set of service metrics to SSD to the business (e.g. Operational SLAs, adoption, customer satisfaction etc.)

Measures:

SSDM is sought out to answer questions about support & engages appropriately with other Service Managers. Issues are resolved in a timely manner (including timely escalation where required). Services meet agreed SLAs at all times & meet business stakeholder expectations. Metrics are review & updated periodically in conjunction with the Service Managers & key stakeholders.

Service Delivery Project Transition- Key Responsibility:

Support transition of key systems under implementation into SD model in Information Services ensuring: Sufficient knowledge transfer occurs between suppliers & internal staff to enable effective support. Implementation is effective within the project either through direct participation or influence during implementation phases.

Measures: The Service Manager is a sought-after resource for key application developments. New IDP applications are successfully transitioned into Information Services ensuring that they can be supported & evolved as necessary. Appropriate Information Services SM structures are applied to the project post transition.

Continuous Service Improvement & Tools- Key Responsibility:

Manage improvements to ITSM processes & IT services. Measure the performance & design & deliver improvements to processes, services & infrastructure to increase efficiency, effectiveness, & cost effectiveness.

Measures: SM tools are supported & enhanced to meet business needs. Process & resource efficiency improvements Processes & tools are enhanced as required to support new or changed services.

Key Accountabilities-Contd

Process Improvement- Key Responsibility:Design, implement & continuously improve IS support & operational processes, & procedures. Ensure the Service Now Administration from Chennai is effective. Provide advice & practical solutions to process issues that arise & other process or operational improvement initiatives Provide support & training as required to ensure compliance with IT processes & policies.

Measures:

Meet agreed targets for successful implementation of process improvements including fit for purpose, alignment with best practices & addressing business needs. Stakeholder feedback & process metric reporting meet agreed targets. Process/ policy exceptions resolved in a timely fashion. Process/policy exceptions found through internal/external audit are at or below maximum acceptable levels.

Stakeholder Management- Key Responsibility:

Actively develops & maintains strong relationships with key internal, external stakeholders & colleagues. Maintain effective communication with stakeholders throughout projects.

Measures: Stakeholder feedback on communications & relationship management meets agreed targets.

Leadership- Key Responsibility:

Show drive & initiative in dealing with support teams & the business to achieve business outcomes for IDP. Show drive & initiative in resolving business problems Identify potential talent within the support team & groom them to step up to play MIM role & assist on vendor management. Contribute to the provision of a safe work environment Demonstrate & encourage appropriate behaviors within the team & externally (where appropriate) consistent with IDP approved values.

Measures:

Role is valued by the Support Services Manager & Process Improvement & Change Manager. SSDM is seen as a role model within the Information Services team MIM.

Privacy & Security- Key Responsibility: Ensure that the privacy & security of IDP Customers & Staff is protected at all times.

Measures: Proactive identification of potential privacy or security issues. Reporting on security & privacy related incidents. Coordination & participation in security incident simulation events. Training & communicating the team on importance of Security & privacy.

ITIL Process Management- Key Responsibility:Ensure proper design, execution, compliance with & improvement of, the incident & problem management processes. Advocate & influence service desk support members to properly categorize issues proactively Responsible for major incident management including h&s on major incident manager role in all severity 1 on key systems supported & be available on call. Driving, developing & managing the major incident process & associated procedures/system. Act as first stage of escalation for Incidents, should these not be resolvable within the agreed SLAs. Oversee the lifecycle of all Problems to prevent Incidents from happening & minimize the impact of Incidents that cannot be prevented.

Measures:

Document After Action Report within 48 hours of Major Incident resolution where the Priority is 1-Critical & the impact involves a Critical Business Application or Core Infrastructure Service. Time until Problem Identification. Number of Incidents per Known Problem % Of Incidents closed within SLA target. Backlog of incidents & Customer satisfaction.

Process Improvement- Key Responsibility:

Design, implement & continuously improve IS support & operational processes, & procedures. Ensure the Service Now Administration from Chennai is effective. Provide advice & practical solutions to process issues that arise & other process or operational improvement initiatives Provide support & training as required to ensure compliance with IT processes & policies.

Measures:

Role is valued by the Support Services Manager & Process Improvement & Change Manager. SSDM is seen as a role model within the Information Services team MIM.

Privacy & Security-Key Responsibility: Ensure that the privacy & security of IDP Customers & Staff is protected at all times.

Measures: Proactive identification of potential privacy or security issues. Reporting on security & privacy related incidents. Coordination & participation in security incident simulation events. Training & communicating the team on importance of Security & privacy.

Required Experience

Holds a minimum bachelor's degree or relevant professional engineering qualification with major in information technology computer science, information science, computer systems analysis, networking, or a related field.Around 15 Years of combined technology experience including a minimum of 8+ years in support services

Expertise in IT Service management with demonstrable experience in management of vendors and business owners to ensure effective delivery of business value.

Expert knowledge of business analysis techniques, change management techniques, and process improvement methods.

Building and managing relationships including with senior stakeholders and technical delivery teams

Strong understanding and experience of working towards customer-focused business outcomes.

Sound analytical and problem-solving skills

Have excellent written and verbal communication skills in English, influencing and customer management skills.

Knowledge and experience in effectively working with the ITIL framework.

Experienced working under pressure and organizing work priorities.

Desirable Requirements (leadership & Team/project Capabilities):

Enables, contributes to and champions an IT service management and delivery culture within Information Services and the wider IDP business.

Shows Leadership Where Required.

Able to influence stakeholders at all levels both internal and external

Team oriented approach to problem solving

Able to work closely with the Information Services staff and business stakeholders in a team-oriented environment providing encouragement, development and recognition where merited.

JOB TYPE

Industry

Other

Skills

change management techniques
process improvement methods
business analysis techniques

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