Operational Delivery Lead

As an Operation Delivery Lead IT Service Desk at CommBank, your role is crucial in ensuring that IT Service Desk services are delivered efficiently and effectively to meet the business needs. Your focus will be on overseeing the daily operations of the service desk, monitoring and meeting Service Desk performance KPIs and SLAs, and driving continuous improvement in support quality. You will play a key role in maintaining customer satisfaction levels, coordinating resolutions for major incidents, and engaging with stakeholders to align IT support with organizational needs. - **Monitor and meet Service Desk performance KPIs and SLAs, implementing initiatives for support quality improvement. - Oversee major incidents and escalations, ensuring swift resolutions and clear communication to stakeholders. - Analyze existing tickets trends to drive volume reduction, collaborating with Product Owners. - Partner with business stakeholders and IT teams to enhance IT support alignment and increase customer satisfaction. - Drive service improvement initiatives, including shift-left strategies and leveraging automation and analytics tools. - Enhance knowledge base and onboarding processes to empower users and deliver a smooth new-hire experience. - Collaborate with IT Service Desk operations for prompt incident resolution and service requests. - Manage customer escalations effectively and maintain strong relationships with key stakeholders. - Prepare and present service delivery reports and metrics to senior management. - Keep the IT Service Desk team updated on the latest technologies, trends, and best practices in IT service management. - **Proven experience in IT Operations delivery, preferably in a Service Desk environment. - Strong knowledge of ITIL framework and service management best practices, preferably within Service Now Framework. - Experience in creating, running, and analyzing Service Now reports & Dashboards. Hands-on experience with tools like Power BI, Tableau, and similar tools is a plus. - Excellent communication, leadership, and customer service skills. - Ability to work under pressure, prioritize tasks, and manage multiple projects simultaneously. - Strong analytical and problem-solving skills.,