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IT Service Delivery Manager


yourtown is a trusted provider of services for young people, with a focus on mental health and wellbeing, long-term unemployment, prevention of youth suicide, child protection, as well as support for those experiencing domestic and family violence.

yourtown helps children and young people realise they have the ability to tackle whatever life throws at them. We help them to believe in their unique strengths, tenacity and self-determination. We recognise the courage and determination of children and young people when they reach out to yourtown for support.

Realise your potential at yourtown.

your opportunity

The IT Service Delivery Manager is a critical part of the ID&T Delivery Team tasked with working closely with business units, leveraging their insight into both technology and business process to align IT strategies and services with business outcomes enabling technology as a strategic enabler for business success. In this role, you will form strong partnerships with the business to build mutually agreed Service Level Agreements, maintenance and change windows and service improvement strategies to uplift the quality of IT services to yourtown. You will establish a robust service management process that ensures IT services are delivered effectively and are continuously improved.

As the IT Service Delivery Manager, you will:

Drive the adoption of ITSM best practice, including ITIL with a keen eye on delivering top-quality and consistent IT services. You will enhance and fine-tune service management processes to sync up with industry standards and business needs and make adjustments to improve the ITSM tools we use.

You will forge and nurture strong relationships with key business stakeholders to understand their business plans and IT requirements. Working together with stakeholders, you will ensure IT performance lines up seamlessly with the bigger picture of the business.

You will also be responsible for establishing and maintaining Service Level Agreements and performance metrics in collaboration with business units. The IT Service Delivery Manager will lead major incidents and change management events according to ITIL frameworks and best practices, driving continuous improvement across all IT services.

what we are looking for

  • Tertiary qualifications in Information & Technology, and Information Technology Infrastructure Library (ITIL) certification (minimum level 4) or other relevant certifications.
  • Proven experience in IT service delivery management with a minimum of 5 years in a leadership role.
  • A proven record of achieving service delivery improvements.
  • Excellent communication skills including verbal and written communication.
  • Strong reporting skills and experience in writing executive-level communications and reporting.
  • Strong analytical skills to aid in making data-driven decisions.
  • ITSM toolset experience including reporting, analytics design and configuration experience is highly desirable.

your benefits

When you join yourtown you will be welcomed into a safe, inclusive, and diverse community and an established and reputable national organisation. We are a resilient, resourceful, and dedicated team who strive to make a difference and not accept the status quo.

Your employment experience will include:

  • salary sacrifice options to increase your take home pay
  • hybrid working environment, with flexible working arrangements
  • opportunities for internal and external professional development
  • free access to LinkedIn Learning including over 16,000 learning modules
  • a genuine focus on employee health and wellbeing
  • yourWellness program includes free access to Calm & Centr Apps
  • access to free and confidential counselling sessions for you and members of your immediate family
  • access to discounted private health insurance, banking and finance, insurance, and superannuation through our partner organisations
  • an environment that genuinely values diversity and cultural capability and is an equal opportunity employer

How to Apply

If you believe in the power of young people and in yourself, join team yourtown and have an amazing impact on the lives of young people, their families, neighbourhoods and the wider community in Australia.

For a full Position Description please visit:

Contact: Lily Welch | Talent Acquisition Specialist | [email protected] using the subject line: IT Service Delivery Manager enquiry via EthicalJobs.

yourtown has a zero-tolerance approach to abuse and we believe that Safeguarding is a shared responsibility of all, for all.

yourtown is committed to providing services that protect and keep children, young people and adults at risk free from harm. The appointment of successful applicants will be subject to satisfactory screening for child-related employment including the completion of a National Criminal History Check and retention of a valid Working with Children Check.

"In our team we value diversity, inclusivity and people who want to make a difference"

How to apply

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