Our Role
The HopgoodGanim IT function is transforming and has introduced the new role of Service Delivery Manager. Reporting to the Chief Information Officer, you’ll lead the firm’s national IT support function end-to-end, spanning an outsourced Level 1 & 2 capability supported by a small internal IT Support team, whose role is to deliver a concierge-style of service. Your core focus is driving the highest standards of service delivery and continuous improvement, ensuring vendors perform in line with agreed contracts, SLAs and business expectations.
This role is central to shaping how we deliver support: you’ll mentor and develop both our internal IT team and our outsourced partners, building their capability and confidence so they can consistently
deliver the standard of service our Partners expect. You’ll set the direction, coach the team toward it, and ensure everyone involved in the delivery of support services is equipped to succeed.
You’ll need the credibility, patience and communication skills to work effectively with senior stakeholders while lifting the underlying capability of the support model around them.
Your key responsibilities will include:
- Own vendor performance, holding providers to account against SLAs and contractual commitments
- Lead and develop a high-performing internal IT support function and outsourced support partners, known for outstanding service.
- Provide hands-on support directly where needed, while building the skills and processes to enable our IT Partners to take on more over time
- Take command of incidents and outages, coordinating vendors through to resolution and root cause
- Partner with the CIO on procurement, vendor onboarding and risk compliance
- Drive cost accountability across vendors, validating spend and finding smarter ways to operate
- Elevate data quality and reporting to sharpen the firm’s commercial decision making
About you
You’ll have demonstrated experience in IT helpdesk or service management, vendor management or a similar governance-focused role, and possess:
- Previous experience working in an Australian law firm, with an understanding of the pace, professionalism and service expectations of a Partner-led environment is HIGHLY desirable
- A track record of managing outsourced IT vendors including SLAs, KPIs and contracts
- Strong leadership and coaching capability
- A solid understanding of ITIL (ITIL Foundation certification or higher is highly desirable)
- Confidence preparing and presenting service performance reports and driving improvement plans
- Excellent communication skills, with the credibility to engage Partners and senior leaders
- Strong organisational skills to juggle multiple vendors and competing priorities
- Familiarity with security and risk frameworks relevant to vendor compliance (e.g. ISO 27001, Essential Eight)
- A resilient, pragmatic mindset suited to uplifting a maturing technology environment
Working at HG
Based in our state-of-the-art new Brisbane CBD office, as a law firm of just over 300 people nationally, HopgoodGanim offers a number of benefits including:
- Brand new workspace and end-of-trip facilities (including a cool-down room)
- Annual review and promotion cycle
- Subsidised on-site wellness and workout classes
- Subsidised on-site cafe
- Access to paid parental leave (up to 20 weeks for eligible employees)
- Paid fertility leave
- Paid birthday leave – because your day should be celebrated!
- Fun mid-year and end-of-year team celebrations including our HG Way Awards night
- Employee assistance program and wellbeing initiatives
We are not accepting candidates from agencies at this time.
