**Service Delivery Expertise**
We are renowned for delivering technical excellence, innovation and high-quality service to the mid-market.
We have consistently won awards for our outstanding managed service provision.
As a Service Delivery Manager, you will be part of a dynamic team that offers an excellent remuneration package and benefits including:
- Access to the latest technology
- Personal and Career development
- High levels of recognition for over-achieving
- Flexibility to work in a way that brings out the best in YOU
- The ability to do what you love in an environment that supports YOU
- A focus on health and well-being through various initiatives
The Role
We seek a Service Delivery Manager to join us on a full-time permanent basis in Brisbane.
This role requires a high degree of technical skill across all products and a strong understanding of ITSM principles.
Key Responsibilities
* Preparing and presenting client operational reporting at monthly meetings
* Client SLAs and Reporting (including driving enhancements)
* Risk and Issue Management
* Problem Management
* Scope Management
* Change Management
* Major incident management
* Driving future technology roadmaps
* Continuously improving operations and client engagement
* Customer Satisfaction (measured by NPS)
* Assisting in the development of ITIL Aligned Service Processes
* Continual Service Improvement Plans for client patch
* Maintaining relationships with Service Desk and key resolver functions
* Maintaining relationships with Account Management and key commercial functions
* Developing a deep understanding of clients' businesses, including strategic business planning, roadmaps and workshops
Requirements
* Minimum 3 years' experience in Service Management
* Experience working in an MSP environment
* ITIL Service Management accreditation
* Strong knowledge of ITSM service delivery concepts
* Able to position and present at a C-suite level
* Able to lead and collaborate with a multi-disciplined team
* Negotiation, organisation, and time management skills
* Strategic thinking with a proactive attitude
* Willingness to work in a fast-growing & changing environment
* Self-sufficiency and autonomy
* Able to work within a team and achieve results through others
* Able to influence external & internal stakeholders as part of a continuous improvement life cycle
* Strong decision-making / problem-solving skills
Desirable Qualifications
* Commercial experience & exposure to Presales or Solutions Architecture in areas such as IT, cloud, data, networking, unified communications, voice or telephony
* Industry-based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP)
* IT Project Management Foundation level accreditation (PMBOK, PRINCE 2)
* Tertiary qualifications (e.g. Management, Business, Engineering)
* Sales experience (ICT experience preferred)