IT Service Delivery Manager

Posted on 08-Sep-2017
Application Close Date: 29-Sep-2017
Job Details
Information Technology
Position Type:
Full Time
Job Reference:
Note clipNo File Attached

Goodman Fielder is a leading regional food company across Australia, New Zealand and Asia Pacific. We have a portfolio of iconic and trusted brands that Australians have grown up with and put in their supermarket trolleys every week, including Helga's, Wonder White, Praise, White Wings, MeadowLea, and many more. Our vision is to be the leading and most innovative local food company, creating food that people love. 


We value our people at Goodman Fielder and recognise that our success depends on our ability to attract and retain talented people. Reporting to the Head of IT Operations and Infrastructure, this role can be based either in our North Sydney or Auckland offices, and work closely with various stakeholders across our Australia and NZ businesses.


This position, as part of the Group IT team, is a stakeholder facing role, and requires you to establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.


Specifically, you will:


  • Manage the performance of services to internal customers as agreed and ensure that the Operational/Service Levels are achieved.
  • Manage and contribute to the delivery of all IT components of group services to meet business objectives.
  • Identify and develop key services and KPI's and create a mechanism for regular monitoring and reporting
  • Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
  • Build and maintain relationships with internal customers and key stakeholders
  • Implement and facilitate workshops and training courses regarding IT service delivery
  • Be the owner of the Change, Incident and Problem Management processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the Escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal IT teams and third party service providers to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reports on IT Service performance, including capacity management
  • Lead continuous improvement reviews of established processes


To be successful in this role you will need:

  • A passion for Service Improvement
  • Service Delivery Management in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Expert knowledge of ITIL disciplines
  • A strong customer focus background with commercial awareness and strategic thinking capability.
  • Ability to manage relationships across the IT team and broader organisation at multiple levels
  • Strong negotiation and conflict resolution skills.
  • Excellent written and verbal communication skills – able to communicate effectively on technical and business issues
  • Ability to turn customer requirements into workable service solutions
  • Flexibility but also a methodical and thorough approach – process oriented
  • Excellent knowledge of systems, software, technologies, communications and suppliers to support business needs with emphasis on Microsoft based products and SAP
  • Experience of managing 3rd parties and 3rd party delivered services
  • Ability to think Strategically  and align team goals to function/business strategy
  • Ability to drive team results
  • Leverage opportunities to transform – lead the team through change and inspire new ideas in team members
  • Degree qualified or equivalent experience
  • ITIL v3 Expert Level Certified Professional


This is an excellent opportunity to join a growing business, with the scope to develop and grow your career. At Goodman Fielder, we aim to be an employer of choice in the food industry where we don't just offer jobs - we offer long term careers.

What are you waiting for? Apply now.