Service Delivery Lead

Service Delivery Lead

A great opportunity to grow develop your leadership skills by reviewing, monitoring & coaching the team and managing the BAUs

Who are we?

Welcome to Yancoal. For nearly 20 years, we have been supporting the prosperity of Australia. With over 4,500 people working across our operations, our team is made up of experts in their field. From engineers to operators, to environmentalists, surveyors, tradespeople, accountants, marketers and beyond – we are proud of our people and everything we achieve together as One Yancoal. Yancoal Australia now owns, operates or participates in nine producing coal mines across NSW, Queensland and Western Australia.

But mining is about much more than just the product we export or how it is used. The Australian mining sector creates rewarding careers. Mining allows Australian regional towns to thrive. Mining underpins government budgets and provides people, communities and societies with a future. Yancoal’s story goes beyond our product. It is about the positive impact we have on people’s lives and livelihoods: graduates getting a foot in the door; the people who serve us our morning coffee on the way to work; the local businesses we support; the environment we regenerate; the communities we nurture; the workplace culture we create; the mate ship we foster; and the Australian families that rely on us for a future.

At Yancoal we are looking for those individuals that show dedication to their role, are courageous and focused on driving success for the company and themselves through their career pathway.

What does your daily life look like at Yancoal?

As a Service Delivery Lead, will actively manage the day-to-day quality service delivered to the business.  Review and monitor performance, quality of output and coaching to ensure the team successfully and effectively deliver the services while maintaining work-life balance. Promote collaboration between team and business units to achieve service delivery outcomes.  

Some of your responsibilities will include:

• Take action to reduce costs in areas that are identified as providing opportunities for savings, so long as service levels are maintained.
• Ensure proposed changes do not adversely affect the integrity and performance of the production systems and infrastructure.
• Manage relationships with key internal stakeholders across the business to identify opportunities to improve the use of technology within and across the Yancoal businesses.
• Manage third parties to ensure achievement of the SLAs at the lowest reasonable cost.
• Establish effective working relationships with vendors and service providers, including SAP and other IT service providers.
• Set staff’s individual’s objectives, targets and work standards, communicate these to the team and reinforce.
• Monitor and conduct reviews with staff to ensure “Key Responsibilities & Behavioural responsibilities” are being met.
• Delegate tasks to balance workload and develop skills.
• Assist in the development of high quality people who will add value to the company.
• Manage staff performance, review and provide feedback: praise exemplary performance and correct unsatisfactory performance within Yancoal policies.
• Train, mentor and coach team member to perform to their potential.

What do you need to be part of Yancoal?

To be successful in the role you will require the following skills:

Qualifications:

• Tertiary qualification, preferably in an IT related discipline
• Industry qualification eg., ITIL , PRINCE2 and similar disciplines

Experience:

• Minimum of 5 years in similar role
• Proven expertise managing vendor/supplier relationships, including contract negotiation, ongoing maintenance and support and problem-resolution
• Experience in managing multi-national and multi-lingual stakeholders
• Previous experience in management of applications teams across a broad range of technologies
• Project management experience, including the adoption of a robust methodology
• Strong SAP experience
• Experience in development and introduction of new technologies
• Remaining organized and meeting deadlines.

Skills:

• Development and negotiation of service catalogues and service level agreements
• Understanding of complex system, including SAP and applications used at the sites
• Superior skills in problem solving and decision making
• Strong contract negotiation skills
• Good computer skills and the ability to use business support software.
• Strong customer service, project management, and quality control skills.
• Good resource planning skills.
• Excellent leadership and customer service skills.
• Strong teamwork skills and attention to detail.
• Strong knowledge of the procurement process and the ability to negotiate contracts with vendors.

What's in it for you?

We offer competitive remuneration packages for our roles

• A vast range of retail discounts including major department stores, cinemas, restaurants
• Subsidised corporate health insurance for you and your family
• Financial assistance and study leave for relevant qualifications
• 18 weeks paid parental leave with no waiting period
• Multiple types of flexible work arrangements
• Access to financial advice from a leading bank
• Salary Continuance and Life Insurance Cover
• Salary sacrifice options, Service recognition rewards, Employee Assistance Programs

Yancoal values diversity and inclusion and encourages applications from people with diverse backgrounds including First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, and people that identify as LGBTQIA+. If this is sounding like what you might be looking for in your next role apply today to start an exciting new journey with us.