About Us There’s something special about working for a company like Macquarie Telecom. We’re not the biggest in the industry, where you’re just a number. We’re not tiny enough that you’ve never heard of us. We’re in that sweet spot where we’re strong enough to punch above our weight. And we definitely do! Because of this, you have the opportunity to make a difference. The Associate Service Delivery Manager (ASDM) oversees delivery and operational support processes to deliver a high level of service to our customers. This role ensures that customers receive a high-quality experience from initial implementation through to delivery via ongoing support, using a mix of technical acumen and customer focus to drive results. What you'll be doing Maintaining high performance levels for customer service Support organic growth within your assigned portfolio, such as clients adding new sites, upgrades, and redesigns Owning and presenting business performance reviews. Developing a deep understanding of projects to gain insights into the scope of service delivery Schedule and facilitate operation team meetings as the operational representative. Compile and distribute network and performance reports including service level performance, incident, problem, change management, and post incident reviews, billing reports and any outstanding requests raised by the customer. Be an escalation point to all critical incidents and operational enquiries Perform on-boarding and training for new customers. Recommend Service Improvements and maintenance required to keep the client’s environment operational, efficient, and reliable. Serve as the post-sale operational liaison between Macquarie Telecom, IT Managers, Site Managers, Operational staff to maintain high client satisfaction Take accountability of scope of works as per orders assigned by Sales and Sales Assurance. Administer planning and delivery for project plans, charts for co-ordination and project management, target tracking, resource, and budget allocation. Stay informed on current technology and operational trends, products, and industry challenges. Complete 4 approved industry courses (1 every six months) within a 2-year period to achieve Service Delivery Manager qualifications Your ideal skills & experience Tertiary qualifications Experience working within Service Level Agreements Experience in facilitating delivery and support of standard IT/ carrier services (Voice/Data/Mobiles or Hosting) Experience working with external customers to resolve service issues and drive escalations to resolution A high-level understanding of the provisioning & processes of telecommunications services ITIL, PRINCE2, or Agile qualifications desirable Why Us? We are one of the Top 10 AFR Best Places to Work 2024 : Join a workplace that’s recognised as one of Australia’s best. Gallup Exceptional Workplace Award Winner : Be part of a team that’s celebrated globally for its outstanding culture. Industry Leader : We have the highest Net Promoter Score on the ASX and were crowned for the world’s best customer experience at the World Communications Awards. Make a Real Impact : Your ideas and actions will directly shape our products and influence the market. Invested in Your Growth : Accelerate your career with our comprehensive learning and development programs, including Gallup strengths-based training and clear career progression opportunities. Collaborative and Empowering Culture : Work with a driven team that values your decisions and encourages you to take bold actions. If this sounds like you, apply now, we'd love to hear from you!