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.
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The day to day duties of this role include:
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- Primary operational contact for customers, managing customer enquiries, service-related communications and coordination of regular engagement meetings
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- Primary operational contact for vendors and external stakeholders
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- Manage day-to-day operational service activities, including:
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- triage and coordination of faults and service desk escalations, drive issue resolution across customers, support teams and vendors
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- Hardware asset management (break fix, spares pool and audits)
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- tracking of operational risks and issues
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- BAU and lifecycle activities
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- Contribute to vendor management through the coordination of regular services reviews and operational meetings, and the tracking of actions and follow ups.
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- Maintain information and knowledge management artefacts and documentation, including support procedures and knowledge articles
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- Maintain records of service management activities and contribute to regular performance reporting
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- Maintain and update existing service plans and cost recovery agreements with external agencies
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- Assist the SDM in the management of the program budget, related contracts and the Technology Lifecycle Plan
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- Delivery of minor works to support the Technology Lifecycle Plan
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- Contribute to ICT Projects that involves the Queensland Drivers Licence Program
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- Build relationships with internal and external stakeholders to support the delivery of services.
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Highly desirable attributes:
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- Solid customer focus with excellent engagement skills
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- 3-5 years in service management, ICT operations, managed services or service delivery roles
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- Experience managing incidents, problems and escalations
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- Experience coordinating technical teams without necessarily having direct reports
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- Experience working within ITIL-based environments
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- Experience working with vendors and support providers
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- Queensland Government experience
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- Strong sense of curiosity and willingness to learn
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What capability level should you demonstrate?
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The candidate should be able to:
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- Run operational service meetings without supervision
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- Coordinate resolution of complex incidents
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- Manage risks and issues registers
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- Work directly with customers and stakeholders
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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.