Careers at yourtown

ID&T Service Delivery Manager

Job no: 492997
Work type: Permanent (Full-Time)
Location: Milton
Categories: Information Technology

It’s an exciting time to join the Information, Digital & Technology (ID&T) team as we are underway with yourtown’s Digital Transformation journey.

Over the next few years, this will see us creating a digitally-led, omni-channel experience to create an accessible, safe and empowering place for young people and enable a truly digital workforce.

We know where we are headed and we are looking for talented and passionate digital advocates to help us meet the challenges of this next stage of our operations. As part of our team, you’ll have a once-in-a-career opportunity to develop a game-changing digital environment with a clear, strong purpose at its heart!

About the role

Reporting to the ID&T Operations Manager, the Service Delivery Manager will lead our ‘front line’ operations environment and drive a culture of great customer satisfaction. You will play a pivotal role in developing an operations team and uplifting our service offering and service delivery. 

Your other key responsibilities will include:

  • Overseeing the ITIL Service Delivery processes for incident, request, problem and change;
  • Playing a key role in designing and implementing the Service Delivery Model;
  • Raising customer service levels to ensure service requests, incidents and problems are being appropriately prioritised and resolved;
  • Defining and uplifting the Major Incident Process and owning the role of Major Incident Manager responsible for communications and engagement with the business during critical incidents.

About you

To be successful in this role you have:

  • Tertiary qualifications in Information Technology or similar coupled with a qualification in service management (ITIL);
  • Demonstrated technical experience leading an ITIL-based service delivery function in a large, multi-disciplinary organisation;
  • Proven success improving customer experience, driving operational efficiencies and improving processes;
  • Proven experience leading and maturing teams and delivering exceptional customer satisfaction;
  • Strong relationship building and influential skills to promote the yourtown Digital agenda;
  • Excellent analytical skills and critical thinking coupled with a results driven attitude.

About yourtown

At yourtown, we believe every young person has the right to a brighter future and aim to be part of the solution by delivering services that get results. Our services include Kids Helpline, training and employment services for young people, parent education and specialist accommodation for families. We are one of the largest not-for-profit providers of services for young people in Australia with sites across Queensland, New South Wales, South Australia and Tasmania. The community with yourtown’s Art Unions funds most of what we do. At yourtown you will be part of the solution.

We offer attractive employment conditions including access to salary packaging arrangements and paid parental leave. Find your place at yourtown.

Contact: Tharshi Thavapalan, Talent Acquisition Specialist on 0466 943 401

Closing Date: Wednesday 26 January 2022

In line with yourtown's diverse workplace culture, Aboriginal and Torres Strait Islander people are encouraged to apply.

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"

Position Description


Advertised: E. Australia Standard Time
Applications close:

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