IT Service Delivery Manager - Enterprise Service Operations at AVI Limited

• This is a senior operational leadership role, responsible for shaping how IT service delivery is experienced across the business. The role reports into the Infrastructure Executive and operates as the central authority for Service Desk performance, escalation management and service governance. 

Key Areas of Impact

Lead the Service Desk, Service Engineering and Authorisations teams, ensuring:

• Full ownership of major incidents and escalations
• SLA governance across internal and third-party support teams
• Structured reporting of service performance and operational risk
• Early identification of recurring issues and exposure areas
• Ongoing refinement of processes, controls and service standards 
• This role requires someone who can engage constructively with technical executives, represent Service Delivery with credibility, and translate technical risk into business impact. 

Beyond Operational Management

• Strengthen governance and operational accountability
• Embed measurable service discipline
• Build leadership capability beneath you in line with succession planning
• Elevate the standing of IT Service Delivery within the Group
• Drive the evolution from reactive support to structured service management 

What Success Looks Like

• Escalations are owned and closed with clarity and accountability
• Service risk is visible and managed proactively
• The business experiences consistency and reliability
• Second-line leaders are developed and succession-ready
• Service standards are defensible, measured and sustainable 

What It Takes to Succeed:

Experience that set you up for success:                       

• 10–15 years managing multi-disciplinary IT technical teams
• 8+ years leading a Service Desk or contact centre environment
• Proven management of third-party IT service providers
• Strong exposure to enterprise client hardware, operating systems and SAP environments
• Advanced understanding of IT Service Management frameworks (ITIL Managing Professional preferred)

Qualifications & Certifications that will contribute to your success:

Minimum:

• MDP (Management Development Programme)
• Diploma in Information Technology or Computer Science
• ITIL Foundations 

Advantageous:

• SMDP (Senior Management Development Programme)
• Tertiary Degree or Diploma in Information Technology or Computer Science
• ITIL Managing Professional or Strategic Leader