Service Delivery Manager
HopgoodGanim
Brisbane, QLD, Australia
Full Time
Hybrid
Required skills
IT Service Delivery
ITIL Framework
Service Management
SLA Management
Vendor Management
Outsourced IT Support
Incident Management
Problem Management
KPI Reporting
IT Governance
Procurement
Risk Management
ISO 27001
Essential Eight
Security Compliance
Stakeholder Management
Team Leadership
Continuous Improvement
Perks & benefits
Competitive salary package, hybrid working, new Brisbane CBD office, end-of-trip facilities, annual review and promotion cycle, subsidised wellness classes, subsidised cafe, paid parental leave up to 20 weeks, paid fertility leave, paid birthday leave, employee assistance program, wellbeing initiatives
Job description
HopgoodGanim is seeking a Service Delivery Manager to lead the firm's national IT support function and drive improvements across service delivery, vendor management and operational excellence. Reporting to the Chief Information Officer, this newly created role will oversee an outsourced Level 1 and Level 2 support capability supported by an internal IT Support team. The Service Delivery Manager will be responsible for ensuring vendors deliver against agreed contracts, SLAs and business expectations while building a concierge-style IT support experience. Key responsibilities include managing vendor performance, leading and developing internal IT teams and outsourced partners, coordinating major incidents and outages, supporting procurement and vendor onboarding, managing risk and compliance requirements, improving service reporting and data quality, driving cost accountability, and implementing continuous improvement initiatives. The successful candidate will have experience in IT service management, vendor governance, outsourced support environments, ITIL practices and stakeholder engagement. Experience working within an Australian law firm environment is highly desirable.
Ready to apply?
Create a free candidate account to submit your application for this role. After signup you’ll return here to finish applying.
- View full job details above — no account needed
- Sign up once, then apply in a few steps
- Upload your resume and track applications