IT Infrastructure and Service Delivery Manager

• Permanent full time  
• Leadership opportunity to identify and drive innovation, manage and lead change, mentor and develop staff in our IT team 
• Hybrid work arrangement – based in our office at Macquarie University and work from home 

It matters more at Hearing Australia 

Hearing Australia is a trusted leader in our ?eld. Working across the country, we exist to support and empower people through hearing health when and where they need it. 

Your opportunity 

As the IT Infrastructure and Service Delivery Manager, you have an amazing opportunity to help us grow our impact and deepen our connection with the communities we serve. If you truly want to empower people to live great lives, and develop valuable and extensive knowledge, skills and experience, this is the place for you. The role is responsible for establishing processes and actions that ensure Hearing Australia’s IT system is stable and secure and that the delivery of IT services and problem solving is customer-centric, professional, and timely.  

Here’s how you’ll do it: 

• Oversee the management of the cloud engineering, service desk and vendor management teams; provide clear direction, set work priorities and manage performance, attendance and health and well being 
• Understand, influence and negotiate Information and Communication Technology (ICT) service demand with customers including defining quality and feasible service level agreements for the provision of ICT services 
• Develop, manage and measure process compliance to organisational policies and procedures and lead continuous process improvement 
• Provide operational management of an ICT Service management process according to ITIL principles and process methodologies 
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed 
• Identify, compare, select and implement technology to meet current and future requirements 
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs 

What you’ll bring 

• Relevant tertiary qualified (or post graduate diploma) in IT or related discipline or demonstrated capability through past employment 
• Minimum of 3 years’ experience in a leadership position 
• An understanding of IT security fundamentals and ensuring processes and policies are adhered to 
• ITIL v4 Certification is desirable  
• Demonstrated ability working with IT best practice based on ITIL, including the use of an ITIL compliant ITSM tool, Service Now is desirable 

What matters most? Your drive to help anyone and everyone who needs us. And you’ll see your role as a real responsibility and an incredible opportunity to make an impact on lives across the country. 

Why Hearing Australia? 

There’s so much to love about a role with us. But our people say there’s three things that set us and their careers apart. They’re about: 

• How we do what we do: Our vision is to deliver the best hearing solutions for anyone, any time, anywhere. At Hearing Australia, you’ll know you’re making a contribution that really means something 
• Who we work with: Here, you’ll support and empower clients of all backgrounds. That’s what drives our teams and what makes them so special 
• Where we’re going next: As our industry evolves, we’re committed to learning and improving what we do and how we do it, and building an organisation where everyone can thrive 

What does that mean for you? 

As an IT Infrastructure and Service Delivery Manager, you’ll know that every day, your work is helping children and adults who need us. Just ask Sandeep, one of our IT professionals about why they choose to work with us: 

“The work we do in helping people hear sound again and for the very first time is quite inspirational. Everything we do here is purpose-driven.” 

You’ll also enjoy a range of bene?ts, including: 

• Flexible work arrangement opportunities to support work, personal and family commitments 
• Attractive employee benefits (salary sacrifice superannuation, HCF private health cover discount, well-being programs, salary packaging, discounts across an exciting range of retailers) 
• Paid parental leave 

Let’s create the gold standard of hearing care 

We will require the successful candidate to be willing to have a Police Check conducted (we pay) and must have rights to work in Australia. 

Hearing Australia is an Equal Opportunity Employer and embrace diversity, equity and inclusion. We are passionate about building a diverse and inclusive culture from within.  

We encourage Aboriginal and Torres Strait Islander peoples and applicants from different cultures who are bilingual to apply. 

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.