Block 5 are recruiting a Service Delivery Coordinator for a large government organisation on Brisbane's northside. The purpose of this role is to support the Service Delivery Manager (SDM) in the operational management of the ICT services and technologies.
The day to day duties of this role include:
- Primary operational contact for customers, managing customer enquiries, service-related communications and coordination of regular engagement meetings
- Primary operational contact for vendors and external stakeholders
- Manage day-to-day operational service activities, including:
- triage and coordination of faults and service desk escalations, drive issue resolution across customers, support teams and vendors
- Hardware asset management (break fix, spares pool and audits)
- tracking of operational risks and issues
- BAU and lifecycle activities
- Contribute to vendor management through the coordination of regular services reviews and operational meetings, and the tracking of actions and follow ups.
- Maintain information and knowledge management artefacts and documentation, including support procedures and knowledge articles
- Maintain records of service management activities and contribute to regular performance reporting
- Maintain and update existing service plans and cost recovery agreements with external agencies
- Assist the SDM in the management of the program budget,
related contracts and the Technology Lifecycle Plan
- Delivery of minor works to support the Technology Lifecycle Plan
- Contribute to ICT Projects that involves the Queensland Drivers Licence Program
- Build relationships with internal and external stakeholders to support the delivery of services.
Highly desirable attributes:
- Strong customer focus with excellent engagement skills
- 3-5 years in service management, ICT operations, managed services or service delivery roles
- Experience managing incidents, problems and escalations
- Experience coordinating technical teams without necessarily having direct reports
- Experience working within ITIL-based environments
- Experience working with vendors and support providers
- Queensland Government experience
- Robust sense of curiosity and willingness to learn
What capability level should you demonstrate? The candidate should be able to:
- Run operational service meetings without supervision
- Manage vendor escalations
- Coordinate resolution of complex incidents
- Maintain service documentation
- Manage risks and issues registers
- Work directly with customers and stakeholders
- Identify service improvement opportunities
To be considered for this role you must be Brisbane based or able to relocate prior to the commencement of the role. Remote candidates will not be considered.