Job Description

• Developing a deep and thorough understanding of projects to gain insights into the scope of delivery, and to be responsible for end-to-end management of projects
• Ensuring that systems, procedures and methodologies are in place to meet required quality standards and service level agreements
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders and post-incident reviews
• Taking accountability for service delivery performance, meeting customer expectations and driving future demand
• Recommending methods of improvement and seeing that actions are planned and implemented on time for service delivery improvements
• Providing accurate and regular reports to the management on performance of the service delivery and on-going projects
• Leading a software engineering team, including staff recruitment, performance assessment, training and mentoring
• Building and maintaining positive relationships with customers
• Building strong relationships with other teams (client servicing, creative, user experience and product) and stakeholders to enable effective dialogue exchange between departments
• Collaborating with technical partners to set standards for software, infrastructure and security
• Ensuring that projects and services are delivered to comply with latest RMIT, Outsourcing and Security guidelines

Job Requirements

• Bachelor’s degree (or equivalent) in computer science, information technology, or engineering
• Experienced in dealing with 3rd party service providers
• Solid organisational and project management skills
• Exceptional leadership skills and ability to train and guide junior members
• Strong customer service and people management skills
• In-depth knowledge of escalation procedures, incident management, resource planning and other disciplines related to service delivery, e.g. ITIL principles
• At least 3 years of relevant professional experience in a similar role, or 7 years of experience in software development experience around enterprise and cloud environments
• Solid problem-solving skills and ability to manage and prioritise tasks efficiently
• Excellent oral and written communication skills.

Skills