yourtown is a trusted provider of services for young people, with a focus on mental health and wellbeing, long-term unemployment, prevention of youth suicide, child protection, as well as support for those experiencing domestic and family violence.

yourtown helps children and young people realise they have the ability to tackle whatever life throws at them. We help them to believe in their unique strengths, tenacity and self-determination. We recognise the courage and determination of children and young people when they reach out to yourtown for support.

Realise your potential at yourtown

your opportunity

As the Service Delivery Manager, you will partner with yourtown business units to understand their needs and to align IT strategies and services with their business objectives. Based at our Milton Head Office, this unique leadership position is responsible for managing the day-to-day operations of the Service Desk team and establishing a robust service management practice that ensures the effective delivery of technology services and a continuous improvement mindset.

In this position, you will:

• Lead, mentor, and develop our team of Service Desk Analysts, ensuring they have the skills, tools, and motivation to exceed objectives.
• Drive the adoption and continuous improvement of ITIL processes, including incident management, problem management, change management, and service request fulfillment.
• Establish and maintain Service Level Agreements and performance metrics in collaboration with yourtown’s business units.
• Forge and nurture strong relationships with key business stakeholders to understand their business plans and IT requirements.
• Generate, analyse and report on service delivery metrics to identify trends, areas for improvement and recommendations for prioritisation with cross functional technology teams.
• Act as a liaison between various business units and ID&T ensuring that IT services work in harmony with business needs.

what we are looking for

• Proven experience in IT service delivery management with a minimum of 5 years in a leadership role.
• Excellent communication skills including verbal and written communication.
• Information Technology Infrastructure Library (ITIL) certified is preferred.
• Demonstrated ability to lead, motivate and coach a team of IT professionals to achieve KPIs and SLAs.
• ServiceNow experience including reporting and analytics design coupled with ServiceNow configuration experience
• Strong reporting skills and experience in writing executive-level communications and reporting.
• Strong analytical skills to aid in making data-driven decisions.

your benefits

When you join yourtown you will be welcomed into a safe, inclusive, and diverse community and an established and reputable national organisation. We are a resilient, resourceful, and dedicated team who strive to make a difference and not accept the status quo.

Your employment experience will include:

• salary sacrifice options to increase your take home pay
• hybrid working environment, with flexible working arrangements
• access to Paylab to help you save on everyday items like groceries, pharmaceutical, automotive services, as well as things like clothing, books, electricals, furniture, and even holidays!
• opportunities for internal and external professional development
• free access to LinkedIn Learning including over 16,000 learning modules
• a genuine focus on employee health and wellbeing
• yourWellness program includes free access to Calm & Centr Apps
• access to free and confidential counselling sessions for you and members of your immediate family
• access to discounted private health insurance, banking and finance, insurance, and superannuation through our partner organisations
• an environment that genuinely values diversity and cultural capability and is an equal opportunity employer

How to Apply

If you believe in the power of young people and in yourself, join team yourtown and have an amazing impact on the lives of young people, their families, neighbourhoods and the wider community in Australia.

To apply please click the "Apply Now" button.

Contact: Lily Welch, Talent Acquisition Specialist - [email protected] using the subject line: Service Delivery Manager enquiry via EthicalJobs

yourtown has a zero-tolerance approach to abuse and we believe that Safeguarding is a shared responsibility of all, for all.

yourtown is committed to providing services that protect and keep children, young people and adults at risk free from harm. The appointment of successful applicants will be subject to satisfactory screening for child-related employment including the completion of a National Criminal History Check and retention of a valid Working with Children Check.

"In our team we value diversity, inclusivity and people who want to make a difference"

A position description is attached.