1. Page 1 of 5
Job Description
division Student Systems & Administration
business unit Systems Application Support
location Brookes Street
role title Service Delivery Manager
incumbent
Name of person occupying the role
____
Date
Month and date
06June 2016
role purpose
What does the position ensure?
The role’s overall purpose in the
company. Do not include
responsibilities.
The Service Delivery Manager will manage and monitor a team that resolves
problems for our internal customers and students in regard to both service
cases and performance reporting. The role will manage workloads and
prioritize work across the teams as well as develop the service delivery
organization within Careers Australia.
reports to
Specify position rather than person
National Manager - Systems Application Support
direct reports
Specify position/s rather than
people
None
indirect reports
Specify position/s rather than
people
None
internal relationships
Could include departments, certain
positions, students etc.
All Careers Australia Business Departments
external relationships
Could include industry bodies,
government agencies, networking
groups etc.
2. Page 2 of 5
Key Accountabilities
Accountabilities
Key high level role deliverables, broadly what is the position accountable for?
Tasks may include:
Management of key staff responsible for Service Desk and Performance Reporting
Be responsible for career development and appraisals
Problem and Incident management ensuring that ensure SLA’s are achieved and client
expectations are met (or exceeded).
Service transition for customers as services are added or removed.
Implement a functional PMO approach to manage project risk
Ensure the company tools and information systems are utilized correctly and relevant
information is provided.
Definition of service level agreements (SLAs) related to contracted services and that
escalation flows are in place, advise technically on escalations.
To build services relationships with clients.
Ensure quality and profitable services are performed to the agreed SLA.
To specify systems, processes and methodologies, to ensure effective monitoring, control
and support of service delivery.
To ensure reports are provided to an agreed schedule (or on request), including
management and account performance reports.
Attend client service review meetings; areas covered will include performance reports,
service improvements, quality and processes.
To develop and facilitate workshops and training courses.
Responsible for the delivery of services within the SLAs and KPIs.
To ensure quality of services.
To ensure that systems, processes and methodologies as specified are followed to ensure
effective monitoring, control and support of service delivery.
To plan and schedule resource to the requirements of the business
Ensure transfer of knowledge to other staff to ensure the Customers systems are
understood
Work as a team member within the organisation to provide a resilient service to clients
Key Objectives
Objectives
Elements that need to be achieved to deliver on the
identified Accountabilities
KPI’s (Measures)
How frequent should the task be completed, when is the task due, what is
the expected quality of completed work?
Case Management
Manage the resolution of support cases
promptly in accordance with the agreed SAS
Service Level Agreements
Ensure clear communication and notes on
support cases to highlight changes being made
and any additional information that might be
needed to resolve an issue
Ensure complete documentation as required
3. Page 3 of 5
Objectives
Elements that need to be achieved to deliver on the
identified Accountabilities
KPI’s (Measures)
How frequent should the task be completed, when is the task due, what is
the expected quality of completed work?
Follow Team Processes
Ensure the use of all required additional
software and platforms to align with the wider
SAS Team
Ensure Leave is accurately captured in Tech1
in accordance with Careers Australia HR
Policies
Time Management
Ensure the use of Toggl to accurately record
time spend working on Projects
Ensure that staff time is evenly managed
between service cases and performance
reporting
Communicating support timeframe changes
and challenges immediately to affected clients
Maintaining High Performance
Understanding and acting upon feedback from
Internal and External Clients
Follow up completed work with clients to
ensure service is meeting required output and
expectations
Demonstrate increased product knowledge by
utilizing innovative solutions to exceed
customer expectations
Maintain Technical Currency
Ensure staff are maintaining skillsets by
affording staff professional development
opportunities via training on all CA supporting
software
Code Coverage
Ensure all test classes are written to a
minimum of 85%
A minimum of 80% overall Code Coverage in
production and staging Orgs
Org Stability
Proactively suggesting org design and
development methodology.
Ensuring the most efficient development style
used
Knowledge and Experience
Thorough knowledge of managing teams and
personnel
A high level of oral and written communication
skills in order to communicate effectively with
senior managers, colleagues and other
stakeholders
Ability to research subjects, with a
commitment to provide continuous
improvement
To work under pressure and think clearly in
challenging situations in a logical manner
4. Page 4 of 5
Objectives
Elements that need to be achieved to deliver on the
identified Accountabilities
KPI’s (Measures)
How frequent should the task be completed, when is the task due, what is
the expected quality of completed work?
To be flexible in approach and be comfortable
with a fluid organisational structure that
requires both team work and self sufficiency
as necessary, with the ability to work under
minimal supervision
5. Page 5 of 5
Person Specification
Skills, Knowledge and Experience
Qualifications:
Applicable tertiary qualifications – remove if qualifications are not required for the role
Tertiary qualification in IT/Business or related field or equivalent experience
Experience:
Include the minimum years’ working experience in relevant role/industry and proven abilities the person in the role requires
Track record in management of teams and personnel
Have worked in a multi customer environment
Demonstrable track record in delivering technological environments. Highly analytical in
problem solving with the ability to apply original and innovative thinking
Minimum of 5 years’ experience in the field.
Skills & Knowledge
Specific knowledge and skills the person in the role requires to effectively carry out objectives
Thorough knowledge of managing teams and personnel
A high level of oral and written communication skills in order to communicate effectively
with senior managers, colleagues and other stakeholders
Ability to research subjects, with a commitment to provide continuous improvement
To work under pressure and think clearly in challenging situations in a logical manner
To be flexible in approach and be comfortable with a fluid organisational structure that
requires both team work and self sufficiency as necessary, with the ability to work under
minimal supervision
Effective management skills
Accurate and timely completion of tasks
High level attention to detail, excellent forecasting and problem-solving ability
An organized and proactive individual with a strong work ethic
The ability to undertake domestic and international travel (at times with short notice)