Service Delivery Manager

1 week ago

Lower Hutt, New Zealand TAB Full time

We have a new opportunity that has arisen for a Service Delivery Manager to join our Technology team here at TAB NZ. In the role of Service Delivery Manager, you will own the relationship between Technology and the Business System Owners and manage service level agreements with Technology customers.
To be successful in this role, you will apply efficient and cost-effective service delivery practices with an emphasis on Problem Management, in order to ensure consistently high service performance. This role will be based at our Head Office in Petone, Wellington.
Key Areas of Responsibility:

Be accountable to review all high-priority incidents or failed SLA's to ensure root cause has been identified and technical, service, or process improvements have been initiated and implemented.
Negotiate the follow-through of problem resolution by negotiating and agreeing on resource allocation and prioritisation with resource and technical leads.
Ensure that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
Operate as Duty Manager on a roster to support resolution of incidents out of office hours.
Be responsible for the accuracy of the operational procedures and manuals for assigned portfolio.
Work with internal and external stakeholders and communicate issues and changes with recommendations to the Technology Leadership Team on actions to be taken.
Ensure monitoring and management of all appropriate third parties to ensure they are fulfilling their commitments to Technology’s customers in conjunction with the vendor manager.
Ensure that appropriate action is taken to anticipate, investigate, and resolve problems in systems and services. Ensure that such problems are fully documented within the relevant reporting system(s).
Build a strong relationship between Technology and the business service owners, ensuring credibility and maintaining a trusted advisor status.

You’ll also have:

Experience in a similar role with relevant process framework qualification (preferably ITIL).
Tertiary degree in a relevant field.
5+ years’ experience in managing and maintaining IT systems and support services.
Experience in an enterprise environment and in managing process interlocks with multiple IT vendors.
An understanding of racing and wagering practices and product would be highly beneficial.

If you’re keen to be considered, click the apply now button and upload a copy of your CV and cover letter.
Applicants for this position should have NZ residency or a valid NZ work visa.

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