Please note this is a 12-month Fixed Term Opportunity.
Our Why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow
About the Role (your why)
As part of our Managed Services team, you will play a critical role in bridging the gap between our customers and Datacom delivery teams. Our Senior Service Delivery Managers oversee large and complex customer accounts - ensuring successful operations, high-level customer satisfaction, and continuous service improvements. You will influence executive stakeholders, manage governance frameworks, and align service delivery to customer strategic goals. This role is perfect for a seasoned service delivery professional who thrives in complex environments, enjoys building long-term relationships, and drives operational and commercial success
Our office is based in Melbourne. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. We therefore leave it to you and the team you join to figure out what works best
What you'll do
At the moment, as Senior Service Delivery Manager you will be focused on:
* Building and maintaining robust relationships with senior/executive stakeholders in large and complex customer accounts
* Overseeing the entire service delivery process, ensuring contracted services operate successfully and in line with commercial agreements
* Driving continual service improvements, managing risk, and ensuring high levels of customer satisfaction
* Facilitating governance forums and ensuring compliance with contractual, operational and financial obligations
* Collaborating with cross-functional teams across Datacom and third-party providers to deliver seamless customer experiences
* Providing strategic input to account planning, commercial management, reporting and service innovation
We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders' changing requirements and we evolve in our roles to meet those needs
What you'll bring
Required experience:
* 7+ years' experience in Service Delivery Management, managing contracts for the delivery of IT services with a record of achieving high customer satisfaction, contractual conformance and delivering business value
* Detailed understanding of service management methodologies (including ITIL), governance frameworks and large-scale IT operations
* Strong business acumen with excellent verbal and written communication skills
* Proven leadership ability in building relationships, influencing stakeholders, and resolving complex challenges.
* Financial and commercial management expertise, including negotiating contract changes
Nice to have:
* Experience managing large contracts for complex IT services with high-profile clients
* ITIL Intermediate certification
* Understanding of project management methodologies and industry standards such as ISO 27001, ISO 20000, and ISO 9000
* Bachelor's degree in business, IT, or related discipline
Why join us here at Datacom?
Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small-business feel that is often diluted in larger organisations of our size
It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet us. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours, and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect and bring your true self to work
You will be recognised and valued for your contributions and be able to work in a collegial, flat-structured environment. We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges - so you will never run out of new challenges and opportunities
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in making our environment fun and friendly, ensuring our people feel supported