We are seeking an experienced professional to manage end-to-end application support services, SLA performance, and support team operations, ensuring high availability and reliable service delivery.
Key Responsibilities
- Manage application support delivery, SLAs, incident resolution, and service availability.
- Lead and mentor L1–L3 support engineers and prioritise workloads.
- Coordinate with business stakeholders, technical teams, and third-party vendors.
- Analyse recurring incidents and implement root cause fixes and service improvements.
- Ensure compliance with ITIL processes, security standards, and audit requirements.
- Coordinate production releases, go-lives, patches, and system upgrades.
Required Skills
- 7–13 years of experience in application support or managed services.
- Solid knowledge of SLA, incident, problem, and release management.
- Experience leading technical support teams.
- Understanding of ITIL, service governance, and continuous improvement.
- Strong stakeholder management and communication skills.
📌 Service Delivery Manager (Sydney)
🏢 The HR Ally
📍 Sydney
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