Senior Service Delivery Specialist

Role: Senior Service Delivery Specialist
Start date: As soon as practicable
Classification: Full Time Permanent - 38 hours per week
Salary: $72,449 - $83,138 (based on experience and qualifications)
Contact: HR Services (07) 4773 0900 
Email: recruitment@tsv.catholic.edu.au

Townsville Catholic Education provides a supportive, flexible working environment where care for the individual is an important part of our ethos.  We employ motivated people who want to work together to produce excellent outcomes for our students. Our staff are recognised as being central to achieving our mission. 

TCEO has 1 x vacant positions available for Senior Service Delivery Specialists within our Service Delivery Team. This role is based in Ingham.

What we are looking for

The Senior Service Delivery Specialist (SSDS) is an Information Technology professional who supports services within the Information Technology and Services Team (ITS). The SSDS maintains existing services to achieve TCE’s strategic outcomes.
Working with stakeholders, the SSDS has a delivery focus to assist in the provision of creative solutions for improved services and outcomes within ITS. The SSDS will perform routine and non-routine professional tasks governed by approved ITS practices and procedures.
The SSDS works with the Service Delivery Lead to configure, plan, monitor and manage Service Delivery Services across TCE. The SSDS works as a high-level technician in the lifecycle of an incident, utilising experience and skills to solve complex technical issues with some emergent specialisation. The SSDS will be utilised as a project build resource and will be required to have a hands-on knowledge of software installation, hardware installation and other associated IT platform builds, both independently and as part of a team.
The SSDS will have a high level of input into the Continual Service Improvement Program. As a senior role within Service Delivery, the SSDS will be expected to mentor and train junior employees and ensure documentation is available for skill sharing and training. The SSDS reports directly to the Service Delivery Lead, Information Technology and Services.

Key Accountabilities

• As a lead technician, provide guidance and execution within the incident lifecycle to ensure high standard ITS support to all students and employees
• Diagnose and troubleshoot complex technical issues
• Monitor and manage the performance of servers, software, hardware and services as defined in the Service Catalogue
• Creation and maintenance of technical documentation
• Perform system monitoring and analysis, performance tuning, troubleshooting and escalating issues, including proactive problem resolution
• Provide complex problem analysis as necessary, maintain system performance to meet student and employee demand
• Reduce operational risk and improve availability of the server infrastructure by ensuring system access, monitoring, control, evaluation and documentation practices are maintained and adhered to
• Develop, maintain and perform operational procedures and ensure operational tasks are performed reliably and consistently to reduce the risk of unplanned outages
• Evaluate new system hardware and software solutions and facilitate service assurance in the delivery of new projects
• Assist with the provision of proactive and reactive support, ensuring strategic and tactical objectives are aligned
• Ensuring required controls are adhered to without compromising responsiveness and availability
• Other duties as reasonably directed by the Service Delivery Lead and Senior Manger Information Technology and Services.

About you

Experience

• At least five years’ experience in ICT roles
• Demonstrable experience in managing IT infrastructure
• Demonstrated ability to lead small teams.

Knowledge

• Knowledge and resilience in managing stressful situations
• Knowledge of ITIL v3+ service management processes/practices.

Skills

• Well-developed conflict resolution skills, with the ability to facilitate difficult conversations
• Well-developed attention to detail with the ability to balance competing deadlines
• An ability to communicate effectively and confidently with a range of employees across TCE
• Developed interpersonal skills, including an ability to build and maintain productive relationships with a broad stakeholder group.

Mandatory Criteria

• Current Working with Children Suitability Card or eligibility and commitment to obtain same
• Current Driver’s Licence
• Ability to travel from time to time within the Catholic Diocese of Townsville
• Ability to work on-call and after hours as required
• Ability to perform the physical requirements of the role in a safe manner.

Desirable Criteria

• Windows, Hardware, Security, or other certifications highly desirable
• ITIL v4 qualifications
• Tertiary qualifications in a related field or equivalent experience
• Relevant industry experience in the education sector.

How to Apply

Please review the Position Description before preparing your application

1. Complete the application form
2. Upload a cover letter and a supporting statement (no more than 2 A4 pages) which addresses your suitability in relation to the qualifications, experience, knowledge and skills required of the role.
3. Upload a current resume which also includes the name, email address and contact details of two referees.

The closing date for applications for this role is 5.00pm Friday 17th January 2020.