ICT Service Delivery Lead: End-User Focus & Reliability

Cimic Group; City of Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

CIMIC Group seeks an experienced Service Delivery Lead to manage ICT services delivery across the group. You will coordinate incidents, requests and changes, ensuring SLA adherence and a positive end-user experience.

In this role, you will guide service delivery, support the Service Delivery Manager, and drive continuous improvement in processes and stakeholder collaboration across sites and projects.

Qualifications

• Minimum of 4 years technical working experience in an Enterprise ICT environment.
• Relative Microsoft support certifications.
• Ability to work independently and in a team environment.
• Understanding of ITIL principles (desirable).
• Broad ICT product and service knowledge for technical discussions.
• Site ICT infrastructure mobilisation/demobilisation experience.
• Experience providing Microsoft-centric 2nd level ICT support.
• Experience supporting video conferencing systems.
• Technical support for computer hardware and networking technologies.
• Extensive application support including Microsoft O365.

Responsibilities

• Oversee delivery and continuous improvement of ICT services across the group.
• Coordinate incidents, service requests, changes and project initiatives within SLAs.
• Ensure high-quality, customer-focused outcomes and end-user experience.
• Manage ICT incidents and service requests escalated from units or service desk.
• Lead monthly service reviews with business units and projects.
• Support delivery of ICT initiatives aligned with CIMIC strategy.
• Escalate gaps, risks or improvement opportunities to the Service Delivery Manager.
• Implement changes per change management processes and provide guidance and documentation to stakeholders.
• Coordinate site visits and on-site service activities with the Service Delivery Manager.
• Contribute to continuous improvement of service delivery processes and relationships.

Skills

Enterprise ICT experience

Microsoft support certifications

Independent and team collaboration

ITIL knowledge

ICT infrastructure mobilisation

Microsoft 365 / O365

Video conferencing support

Hardware and networking support

Knowledge base articles

Tools

Microsoft O365

Video conferencing systems

Job description

CIMIC Group seeks an experienced Service Delivery Lead to manage ICT services delivery across the group. You will coordinate incidents, requests and changes, ensuring SLA adherence and a positive end-user experience.

In this role, you will guide service delivery, support the Service Delivery Manager, and drive continuous improvement in processes and stakeholder collaboration across sites and projects.