The Service Delivery Manager will oversee a team that handles service cases and performance reporting for internal customers and students. They will manage workloads, prioritize tasks, and develop the service delivery organization. Key responsibilities include managing staff, ensuring service level agreements are met, implementing processes, building client relationships, and delivering services according to agreements. Objectives are to promptly resolve support cases, follow procedures, manage time reporting, communicate with clients, maintain performance and technical skills, and ensure code quality. The role requires experience managing teams, a technical background, strong communication and problem-solving skills, and the ability to work independently.

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.

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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

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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)