Service Delivery Manager - Email & Collaboration

The Role

Through an understanding of Origin's business needs and the range of technical solutions available, your role will be to deliver a suite of services, products, solutions and technologies that will provide Origin with best-practice

This role encompasses all infrastructure and services that support Email, including Office 365, Exchange, Enterprise Vault, Microsoft Evergreen, and collaboration services such as Skype for Business, One Drive, Microsoft Teams and more.

The position will have responsibility for assisting with the development of a service strategy, delivery plans and service outcomes that maximises the value and capabilities of Origin's preferred service providers – DXC. Key outputs of the role will include delivery to contract, service product plans and portfolio investment plans.

In addition to this, as Origin transitions towards a 'service 'owner' model, you will be supporting the development of the technology lifecycle, pricing / recovery mechanisms across the product portfolio and into the relevant business units.

What your day to day will look like:

• Developing and maintaining a service delivery strategy and supporting plans that maximise the value and capabilities of the service providers delivering the Infrastructure portfolio
• Managing service providers to deliver services in the Infrastructure portfolio to agreed service levels - including performance and capacity management
• Developing and maintaining service improvement plan(s) with input and commitment from service providers across the Infrastructure Portfolio
• Managing the deployment and maintenance of Origin's server-based security technologies, policies and procedures – primarily MS patch management
• Input into capacity planning across the Infrastructure portfolio
• Actively participating in Statement of Work / Non-Standard Service Request reviews for the Infrastructure Portfolio, including reviewing ongoing support processes for new services
• Providing an initial escalation point for service delivery issues in line with the service management function
• Participating in the Change approval process and being a change champion across the Infrastructure Portfolio by frequent attendance at Change Approval meetings
• Managing effective relationships with internal IT strategy and architecture and vendor management functions to ensure appropriate fit for the service product in the broader IT context

Is This You?

You enjoy working in a collaborative, innovative and fast paced environment! You are able to engage and develop strong relationships with vendors and virtual teams, and are able to suggest solutions to a range of diverse departments.

You have:

• Extensive experience in IT service delivery role with infrastructure, specifically end-user computing, server and storage
• A deep understanding of the Office 365 suite of products and its integration with an on-premise exchange environment
• Understanding of application integration with Exchange
• Working knowledge of Skype for Business infrastructure in a Hybrid Cloud environment.
• Experience with working in a multi-forest domain
• Experience in setting up Evergreen Governance Forums in large complex environments
• A degree in Computer Science or related field (e.g., Engineering)
• Operational experience that includes working across a broad section of IT services
• Strong commercial acumen and budget / cost centre management experience within a service delivery / shared service model
• IT infrastructure outsourcing experience with a vendor or medium-large corporate
• Relationship management with a mix of internal and external service providers
• Experience with governance of IT outsourcing contracts
• Establishment of continuous improvement processes and plans

We embrace the diversity of our people and flexible working arrangements to ensure our workforce is representative of the communities that we serve.
Aboriginal and Torres Strait Islander Peoples are encouraged to apply.