About Company
Career.zycto empowers organisations by connecting them with top-tier talent, driving innovation, and optimising operational excellence. For an IT Service Delivery Manager, this means working at the forefront of strategic talent acquisition, directly impacting our clients’ technical infrastructure and service quality. We pride ourselves on a collaborative, forward-thinking culture where your expertise in IT service management will be highly valued. Join a team dedicated to fostering professional growth and delivering impactful solutions in a dynamic, supportive environment. We seek leaders ready to shape the future of IT service delivery.
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Job Description
Career.zycto is seeking a highly skilled and proactive IT Service Delivery Manager to join our dynamic team in South Perth. This is an immediate hire opportunity for a results-oriented professional eager to lead and enhance our IT service operations. As an IT Service Delivery Manager, you will be the cornerstone of our service excellence, ensuring the consistent and high-quality delivery of IT services to our diverse client base. You will bridge the gap between technical teams and business stakeholders, translating complex technical concepts into clear business value.
Your primary mission will be to champion service improvement, uphold stringent Service Level Agreements (SLAs), and foster robust client relationships. You will oversee the end-to-end service lifecycle, from strategic planning and implementation to ongoing support and continuous optimisation. This pivotal role requires a strong leader with exceptional communication skills, a deep understanding of ITIL frameworks, and a proven track record in managing service delivery teams. You will drive operational efficiency, mitigate risks, and ensure our IT services are not only reliable but also scalable and aligned with our clients’ evolving business needs. If you are passionate about customer satisfaction, process improvement, and leading a high-performing team in a fast-paced environment, we encourage you to apply and contribute to our commitment to excellence.
Key Responsibilities
- Manage and oversee the end-to-end delivery of IT services, ensuring they meet agreed SLAs and OLA targets.
- Develop and maintain strong relationships with clients, acting as the primary point of contact for service-related matters.
- Lead, mentor, and motivate a team of IT professionals, fostering a culture of continuous improvement and service excellence.
- Implement and optimise ITIL-based processes, including Incident, Problem, Change, Release, and Service Level Management.
- Monitor, analyse, and report on service performance metrics, identifying trends and areas for improvement.
- Develop and manage service improvement plans, ensuring their successful execution and measurable outcomes.
- Manage vendor relationships and ensure third-party service providers adhere to contractual agreements and performance standards.
- Oversee the resolution of complex service issues and escalations, ensuring timely and effective solutions.
- Contribute to the strategic planning of IT services, aligning service offerings with business objectives.
- Ensure compliance with relevant IT governance frameworks, security policies, and industry best practices.
Required Skills
- 5+ years of experience in IT Service Delivery Management or a similar leadership role.
- Proven experience with ITIL framework and methodologies (ITIL v3 or v4 certification highly desirable).
- Strong understanding of IT infrastructure, applications, and cloud services.
- Exceptional client-facing and communication skills, with the ability to build rapport and manage expectations.
- Demonstrated ability to lead, motivate, and develop technical teams.
- Proficiency in service desk and IT service management (ITSM) tools.
- Excellent problem-solving and analytical abilities.
- Strong project management and organisational skills.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Project management certification (e.g., PMP, PRINCE2).
- Experience working in a managed service provider (MSP) environment.
- Knowledge of cybersecurity principles and risk management.
- Familiarity with Agile and DevOps methodologies.
Perks & Benefits
- Competitive salary package and performance-based bonuses.
- Comprehensive health and wellness programs.
- Opportunities for professional development and continuous learning.
- Flexible work arrangements (where applicable).
- A supportive and collaborative team environment.
- Modern office facilities in a prime South Perth location.
- Generous paid time off and public holidays.
How to Apply
Ready to lead IT service excellence with Career.zycto? Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application.
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