Senior Service Delivery Manager (PROJ-4551)

Key duties and responsibilities

The Service Delivery Manager will be employed, and possess the skills, to complete the below tasks:

• Manage the execution of process and system improvements. Develop and implement continual improvement plans to ensure changing business needs are met.
• Provide end-to-end management or service delivery, whether delivered internally or externally, ensuring that agreed service levels, security requirements, documentation, and other quality standards are met.
• Monitor service delivery and collect/report performance data. Ensure that service delivery meets agreed service levels. Develop and improve service processes/procedures and ensure these are communicated to all stakeholders and followed for the sustainment of services provided. Diagnose service delivery problems and initiate actions to maintain or improve levels of service.
• Provide operational direction, support and guidance to providers. Monitor quality and performance against agreed criteria, make improvements if opportunities identified.
• Assist with maintaining a Service Catalogue and associated Operations Level Agreement (OLAs) and Service Level Agreements (SLAs) where required.
• Identify and engage with relevant stakeholders. Development communication strategies and implement appropriate activities to support stakeholders groups. Capture and disseminate technical and business information.
• Ensure all solutions and processes comply with internal ACSC security and technology standards.
• Ensure approved organisational and ICT change management processes and policies are adhered to.
• Develop a change implementation plan where required. Monitor and report the impact of change.
• Manage incidents from identification/notification to recovery/reconstitution. Report progress and outcomes to stakeholders. Identify and implement improvements.
• Lead/instigate the development of business continuity plans and procedures. Ensure plans and procedures are tested and recorded.

Essential criteria
Business process improvement: Level 5 (SFIA)

Manages the execution of business process improvements. Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation. Develops graphical models of business processes to facilitate understanding and decision-making. Assesses the feasibility of business process changes and recommends alternative approaches. Selects, tailors and implements methods and tools for improving business processes at programme, project or team level. Contributes to the definition of organisational policies, standards, and guidelines for business process improvement.

Customer service support: Level 4 (SFIA)

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.

Performance management: Level 4 (SFIA)

Provides operational direction, support and guidance to assigned colleagues. Allocates routine tasks or project work, in line with team objectives and individual capabilities. Monitors quality and performance against agreed criteria to make learning recommendations or to escalate concerns. Coaches colleagues in developing target skills and capabilities in line with team and personal goals. Facilitates effective working relationships between team members.

Service level management: Level 5 (SFIA)

Ensures that service delivery meets agreed service levels. Negotiates service level requirements and agreed service levels with customers. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities and reviews them regularly for effectiveness and efficiency.

Technology service management: Level 5 (SFIA)

Takes responsibility for managing the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services. Leads the delivery of services, ensuring that agreed service levels, security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures. Ensures that processes and practices are aligned across teams and providers to operate effectively and efficiently. Monitors the performance of technology services. Provides appropriate status and other reports to managers and senior users.

Desirable criteria
Innovation: Level 5 (SFIA)

Manages the innovation pipeline and executes innovation processes. Develops and adapts innovation tools, processes and infrastructures to drive the process of innovation. Identifies resources and capabilities needed to support innovation. Encourages and motivates innovation communities, teams and individuals to share creative ideas and learn from failures. Manages and facilitates the communication and open flow of creative ideas between interested parties and the set-up of innovation networks and communities.

Service level management: Level 6 (SFIA)

Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that service level agreements are complete and cost-effective across the catalogue of available services. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Prepares proposals to meet forecast changes in the levels or types of services. Reviews service delivery to ensure that agreed targets are met. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.