About our Client:
Our client is a leading retailer with a number of locations across Victoria, and they know their people, their offering and their customers are their defining point of difference. The next couple of years is gearing up to be incredibly exciting as they embark on some transformational projects that will see them significantly investing in their team, the customer journey and technology. In line with this, and with an enviable internal culture, supportive management and a bright future, they now require a skilled IT Service Delivery Manager to join the team.

About the Opportunity:
Leading a small helpdesk team to reach the next level of excellence in service delivery, you’ll use your skills, knowledge, experience and passion to define, initiate and manage the operational delivery of technology solutions with the aim to exceed business expectations. Reporting to the Head of IT, you’ll work as a subject-matter expert alongside the Project Manager to deliver a network wide harmonised helpdesk. You’ll manage IT support expectations across all stakeholder groups, driving continuous improvement projects (such as automation of acceptance testing (POS software) to shorten ‘time to release windows’), and you’ll oversee the service delivery functions ensuring they are end-user focused, effective and efficient. You’ll identify areas to remove friction, provide technical leadership, direction and support and you’ll be responsible for ensuring high standards of customer satisfaction are maintained at all times. You’ll ensure that service level agreements (SLA’s) are clearly understood, implemented, monitored and reported on, and that service level objectives are met through incident, problem and IT change management. You’ll also develop and mature the existing ticket escalation processes and support both internal and external technicians in troubleshooting and root-cause analysis. Happy to roll your sleeves up and get your technical hands dirty, you’ll also assist with challenging requests and resolve escalations as needed. Available on a full time basis, this position will predominantly be located at our clients’ Geelong offices with some infrequent travel around country Victoria required on an ‘as needs’ basis.

About You:
With extensive prior experience in a similar leadership or management multidisciplinary role, you’ll understand and appreciate best practice service desk management. Commercially minded, and with business analysis and system administration skills, you’ll ideally have experience across Linux/ Windows/ Azure/ Office 365. A consummate communicator, you’re comfortable presenting to, and influencing, key stakeholders at all levels, and you have excellent listening and negotiation skills. You’ll be a dynamic problem solver with a proven ability to juggle multiple moving parts at a time, while maintaining attention to detail, and you’ll have exceptional project and team management skills as well as sound time management and interpersonal skills. With a strong technical understanding, you are an excellent troubleshooter and pride yourself on your organisation skills. Complemented by relevant tertiary qualifications, industry certifications are desired (Microsoft, ITIL, Cisco, VMWare, Prince2, ITIL or other) and experience working within a retail environment would be highly regarded. Also, any experience in Cisco Security Suite, Cisco Meraki, Gap Ezi-POS software, Quest and/ or PC-EFTPOS, software scripting or database management would be a bonus.

About the Perks:
In this role, you will join a supportive and collaborative team and receive in-house training, ongoing professional development opportunities and a competitive remuneration package. With a high level of autonomy and responsibility, you’ll be problem solving real business challenges and be able to develop and grow your IT experience. Out of hours support requirements of this role (whether remote or on site across 24/7 operations) will also be additionally compensated by either a further financial contribution or on a time in lieu basis, to be negotiated with the successful applicant.

About Applying:
For further information on this opportunity please contact Lauren Hogan of Fruition Recruitment directly on 0439 351 629 to discuss in absolute confidence. To apply, follow the links or email lhogan@fruitionrecruitment.com.au with your CV.

About Us:
Fruition Recruitment is a Geelong based boutique recruitment firm that specialises in regional recruitment, executive search and talent advisory. With a reputation for providing industry leading results, Fruition works hard to provide a fresh alternative to sales-driven agencies and is a business that clients love working with and candidates trust. We are working on this vacancy on behalf of our client.

Please note, hand delivered CVs or office drop ins will not be accepted (candidate meetings are by appointment only) and due to the large volume of applications responses we receive to our advertised roles, we’re only able to contact shortlisted candidates. If it has been more than 7 business days since the date of your application and you haven’t heard from us but would like some specific feedback on your application, please feel free to contact us directly and we’d be happy to discuss with you.


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