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IT Service Excellence Manager - 12 month contract
Seven Hills


About Kennards Hire


We are a proud, family-owned company with a strong mission – to be the best hire company in the world! With over 1,700 employees and more than 180 branches across Australia and New Zealand, we are an innovative industry leader, with continuing strong growth on the horizon. Our culture and team values are at the heart of our business, and every team member has opportunities to learn, develop, and go further than ever thought possible. 


Our brand and range has grown over the years beyond General Hire to include the addition
of specialist branches in the network, such as Traffic, Pump and Power, Lift and Shift, Concrete Care and Major Projects.


Come and join the team that placed in the Top 10 Best Places to Work in Australia.


About the Job


We are looking for a motivated, self-driven IT Service Excellence Manager join our team on a 12 month contract.

The purpose of the role is to establish a culture of continuous improvement through the implementation of an IT Service Management Framework. You will work closely with the IT operations team to define IT services, set benchmarks for monitoring and improvement and work with the business owners of IT services to agree on service levels.


Key responsibilities include;

  • Understand business expectations of IT and manage relationships by working with stakeholders to identify opportunities, risks and constraints for IT Services.
  • Direct the approach and culture for IT process management and improvement.
  • Drives the identification, evaluation and adoption of process and technology to transform IT agility; customer and user experience; improve supply chains and exploit opportunities.
  • Sets direction and leads the introduction and use of IT Service management techniques, methodologies and tools.
  • Develop policies, standards and guidelines to quickly improve and implement IT processes to meet business requirements.
  • Assess business impact and plan for new or changed services requirements to effectively manage availability and capacity of IT services and resources.
  • Ensure that service delivery is monitored and diagnose service delivery problems and initiate actions to maintain or improve levels of service.
  • Ensure that operational methods, procedures, facilities and tools are established, reviewed and maintained.
  • Monitor performance metrics and liaise with managers and customers to ensure that SLA's are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
  • Manage the availability of relevant, current, validated and reliable knowledge to support all IT services.
  • Evaluate the environment using self-assessments and independent assurance reviews to identify control deficiencies and inefficiencies and initiate improvement plans.
  • Evaluate IT processes and IT supported business processes are compliant with laws, regulations and contractual requirements.
  • Actively engages with technical design and project managers to promote awareness and compliance with service transition quality plans and processes and agrees criteria with project managers for acceptance
  • Engages with technical design and project managers to ensure correct products are produced, in a timely fashion and evaluates the quality of products against service acceptance criteria.
  • Promotes awareness of and commitment to IT asset control

About you 

You will be a self-driven, solution and results focused IT Service Excellence Manager and possess the following attributes:

  • Previous successful experience leading the implementation of IT service management tools and processes and intimate knowledge of leading IT Service Delivery Practices, procedures and quality standards.
  • At least 10 years industry experience
  • Process and outcome driven with a commitment to and demonstrated knowledge of creating a culture of continuous improvement.
  • Information Technology tertiary qualification and ITIL or COBIT certification.
  • Exceptional communication and influencing skills and when interacting with both business and technical individuals of all levels.
  • Ability to coach and develop others to build organisational capability.

This is an excellent opportunity to gain invaluable experience with a well-renowned and established organisation and work in a supportive team environment.



 No recruitment agencies
Must have full Australian work rights
Successful applicant will be required to complete a Australian Background Check 

Simply hit the Apply Now button below and we look forward to talking with you!

 

 

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