It Service Delivery Manager

Description:

About the company
The CMV Group is one of South Australia's largest privately owned businesses, employing over 2,000 employees, predominately across South Australia and Victoria. The Group operates some of the most progressive franchises within the automotive and agricultural industries including, CMI Toyota, Mercedes-Benz Adelaide, Lexus of Adelaide, South Central Trucks and CMV Truck and Bus. At CMV, it is our firm belief that our people are our most important assets.
About the role
The Service Delivery Manager is an important role within the CMV IT landscape and will contribute to the operations of the IT Service Desk across the group to ensure the smooth functioning of technology services, ensuring optimal service delivery whilst driving continuous service improvement.
Key areas of responsibility

• Manage operations of the Service Desk function and its staff including process improvement, planning, reporting, complaints management, resource management, queue management and handling of escalations from the team
• Coach and mentor junior staff, identifying development opportunities aligned to current and future responsibilities of the team
• Implement and monitor KPIs for staff, monitoring and reporting achievement of these to leadership via appropriate mediums (regular reporting, dashboards etc.)
• Develop a strategic vision, setting short and long-term goals for the Service Desk and its staff through performance goal setting and development conversations to achieve this vision
• Build relationships with customers via positive interactions, leveraging opportunities for communication, collaboration, and bi-directional education
• Respond to user requests for technical assistance in a prompt and courteous manner
• Troubleshoot and resolve hardware and software problems, including desktops, laptops, printers and other equipment as required
• Support remote access solutions such as VPN’s efficiently and effectively
• Manage and review call queues, ensuring expectations are being met regarding timeliness and quality of outcomes
• Log, prioritize and track support requests via the ticketing system

About you

• Bachelor's degree in computer science, information technology, or a related field (relevant experience may be considered in lieu of a degree).
• Inquisitive, curious and innovative when it comes to technology & data solutions
• Strong problem-solving and decision-making abilities, with a focus on delivering exceptional customer outcomes.
• Demonstrated experience in mentoring, supporting and developing teams.
• Exceptional communication and interpersonal skills to interact with stakeholders at all levels of the organisation.
• An ability to manage multiple priorities and work under pressure in a fast-paced environment.

If you have the skills and experience necessary and want to become an important part of our successful team, then please apply and submit your cover letter and resume.
Current CMV employees, please apply through your internal career site.
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