IT Service Delivery Manager

This role is directly responsible and accountable for managing the delivery of IT services to support the global business, specifically the EMEA West region. The Service Delivery Manager provides a key operational link between EMEA West and the Aristocrat Global IT teams across the world.

Requirements

• People management of a teams based in the EMEA West region
• Manage and set key performance objectives and target for the EMEA West Service Delivery team
• Responsible for achieving required levels of Customer Satisfaction and resulting service improvement plans in the region
• Responsible for IT Service Management (Problem, Change, Asset Management and CMDB) at Aristocrat and ownership of the related operations platforms
• Responsible for day to day Asset Management including the Asset management strategy and its execution; ensures appropriate policies and procedures to manage the asset footprint
• Responsible for day to day management of the Global Service Desk (GSD) queue in your time zone, as well as your regional onsite team’s queues, and any team management to keep these in good order and being responded and resolved to within our SLA’s
• Responsible for the development of Service Delivery strategies designed to achieve high quality, low-cost and low-touch delivery across all Service Delivery capabilities
• Experience in ITSM Platforms (preferably ServiceNow)
• Strong Technical Skills (incl. Microsoft Endpoint & Azure, Office 365, Active Directory, SCCM/MECM, Intune)
• Extensive vendor management experience
• ITIL V4 certification (Foundations or greater)
• 5+ years in a similar role within a large multi-national or global organizations
• Experience in large complex Service Delivery organizations spanning various countries and time zones

Benefits

• Robust benefits package
• Global career opportunities