IT Vendor & Service Delivery Manager
Core
Lead strategic governance and operational oversight of outsourced 24/7 IT Service Desk and L1.5 Monitoring & Alerting functions for a major Australian retail and hospitality group.
Role type
Senior IT Vendor & Service Delivery Manager
Builds
Enterprise service quality and frontline support for a large retail/hospitality portfolio
Domain
IT Service Management (ITSM) / Managed Services / Retail & Hospitality
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Offshore vendor management, outcomes-based contract administration, financial management, invoice validation, SLA performance tracking, ITIL 4 frameworks, ServiceNow ITSM governance, process re-engineering, automation strategy, major incident leadership
Preferred skills
ITIL v4 Managing Professional certification, deep knowledge of enterprise monitoring and alerting frameworks
Technologies
ServiceNow
Responsibilities
Oversee contract administration and financial incentives; drive operational oversight of 24/7 Service Desk and Monitoring teams; act as internal governing authority for Incident, Request, and Knowledge Management processes; serve as primary liaison between external vendors and internal DevOps/Infrastructure/Product teams; champion automation to reduce alert noise; participate in 24/7 Major Incident Management on-call rotation
Seniority
Senior, hands-on IC
