Aged Care - Service Delivery Manager (Full Time) - Camberwell

Job Type

At Estia Health, we are proud that each of our 69 aged care homes uniquely represent the residents who choose us, the community that surrounds us and the people who we work with. Join us, as we strive to support, nurture and develop your career in the growing aged care industry.

About the role 
The Service Delivery Manager reports directly to the Head of IT and will manage a small team of Service Desk staff. As the Service Delivery Manager at Estia Health, you will support our Head Office staff and facilities across Australia through the management of all IT Service delivery (both onsite and externally), ensuring that all tickets are actioned according to severity and priority and providing guidance, advice and motivation to your team.
At Estia, people are at the heart of what we do and we are looking for someone who is passionate about customer service, service delivery and improving processes to provide the best possible IT outcomes for our organisation.  

Key responsibilities

  • Maintaining service level KPI targets and provide reporting on all KPIs.
  • Responsible for ensuring that the IT Service Desk are correctly categorising and allocating all reported incidents.
  • Managing and advancing the first and second level service and support of end-user requests and issues and acting as a further escalation point for unresolved or escalated calls.
  • Demonstrating a high degree of customer service for all support queries and adhering to all service management principles.
  • Enhancing the Service Desk processes through continuous improvement and change management whilst ensuring alignment with the ITIL service delivery framework.
  • Building and maintaining relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
  • Reporting any significant issues (that could impact the business) to the Head of IT.

About you 
The successful candidate will have a strong customer service focus and demonstrated leadership capabilities. In addition, you will also have:

  • Appropriately qualified in IT or a related field and MCSE and ITIL Certified
  • Experience with Cherwell (or similar)
  • 2-3 years’ experience in a help desk role or similar, and 1-2 years’ experience in a team lead role (preferably Service Delivery role)
  • Have strong technical support and system administration experience, with a proven track record of working in an IT professional services organisation or internal IT team servicing an organisation’s internal clients
  • Excellent problem solving and analytical skills
  • Will have experience with objection handling, exhibit lateral thinking, be self-reliant and resilient, independent, willing to work and grow with the team
  • Experience in servicing remote user environments
  • Excellent customer and key stakeholder management skills
  • Demonstrated time management and organisational skills
  • Have excellent communication skills and the ability to lead and motivate a team

What we will do for you 
At Estia, we will provide you with a supportive working environment. In addition, we encourage you to develop your skills and capabilities and have a range of structured clinical and professional development programs to help you grow your career. 

In addition, all Estia Health employees have exclusive access to our online rewards portal which offers savings on over 2000 majors retailers, as well as restaurants, travel and entertainment offers.

Join us!
If you're interested in joining Estia Health, or would like to know more about this role please contact our recruitment team on (03) 9811 9777 or by emailing

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