Permanent - Full time (40 hours per week) Work for a progressive world class tertiary education providerManage the operational service delivery environmentChampion a culture of continuous improvement in the organisationThe ICT Service Delivery Manager holds the primary responsibility for managing resources and activities that provide ICT service delivery to Ara. In this role, you will be the point of contact for service delivery, responsible for ensuring customer interests are heard, by maintaining contact with customers and providing regular reporting on service delivery.
The successful applicant will evaluate service delivery performance and identify requirements for new and continuous improvement of services to champion the on-going development of the practice. They will define the Divisional Service Delivery practice, measuring and analysing performance, and managing quality of service delivered to the Division and wider Institution.
The Service Delivery Manager is responsible for the day-to-day operational management of the Ara team delivering purchasing, Audio Visual, Asset Management and Device services, together with the numerous contractor engagements which augment internal resources. This entails working alongside, supervising, supporting and guiding team members in all aspects of their roles.
This role also manages the Divisional change process, acting as Change Manager. This includes incident and problem management, service catalogue, service level and service performance management.
Accountable for leading the Service Delivery team.Incident and problem management.Service continuity, availability and risk management.Service catalogue and service level management.Be the process and delivery subject matter expert.Deliver effective operational governance forums around the assigned specialist areas with internal and external service providers.Engage professionally with senior staff members through the Institution to understand service needs and priorities.Provide a service and communication interface between the ICT Service Delivery function and business units, ensuring communication is timely, targeted and meaningful.Working closely with internal and external service providers to ensure the timely and appropriate identification, management and resolution of service issues within the positions scope.Manage contract lifecycle including negotiation, preparation, implementation, amendment, renewal and termination.Continuous Improvement. Contribute to the evolution of best practice. Create and maintain an environment of knowledge sharing and collaboration.Reporting to an agreed schedule (or on request), including management and performance reports.Attend customer service review meetings; areas covered will include performance reports, service improvements, quality and processes.Ara Institute of Canterbury a business division of Te Pukenga (Ara), is a vibrant and progressive tertiary institute providing world-class, tertiary-level education throughout the Canterbury and Waitaki region. Our talented employees, innovative business collaborators and supportive community partners are passionate about the role they play in our learners' success.
As a subsidiary of Te Pukenga, Ara is committed to giving effect to Te Tiriti o Waitangi and delivering services in a manner that responds with excellence to the needs of Maori learners and their whanau, as well as the aspirations of iwi and Maori communities throughout our catchment (including Maori employers). To deliver effectively on this commitment, Ara recognises the need for a culturally competent and confident workforce vertically and horizontally across our organisation.
We accept applications via our online application system.
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