Job Title: Senior Service Delivery Lead
The role of the Senior Service Delivery Lead is pivotal in ensuring the successful delivery of Managed Services contract commitments.
Main Responsibilities:
* Lead the engagement and delivery of Managed Services contracts, aligning with the company's framework and meeting time, budget, and performance objectives for one or more clients.
* Foster relationships with internal teams, customer stakeholders, and technology partners to ensure contracted services are planned, scheduled, and delivered effectively.
* Bulletin regular customer reports as per contractual agreements, maintaining transparency and trust with clients.
* Manage formal communications in line with a Communications Plan that includes various different Service Delivery meetings with relevant stakeholders.
* Ensure client data under the remit of the contract is always protected, escalating immediately if this is not in place.
* Adhere to change control processes for all activities across the contracts overseen, maintaining stability and consistency.
* Track assets under the service through a CMDB or other acceptable means, documenting the environment current state, risks, and improvements.
* Create channels of communication to wider teams to ensure services over and above the base contract(s) are understood, tracked, and added to monthly reports.
* Verify consumption-based services, monthly fees, and commercials comply with the contract, facilitating timely periodic invoicing.
* Maintain a continuous improvement register with actions and owners across the client and our internal teams.
* Establish and maintain a service catalogue for allocated Managed Service contracts.
* Promote continuous service improvement, resulting in cost-effectiveness, efficiency gains, and value.
* Evaluate and monitor processes to proactively protect consistent service quality.
* Cultivate team working and knowledge sharing throughout all Managed Service contracts.
* Participate actively in new business opportunities, including the delivery of additional services and projects.
* Conduct regular Service Level reviews for allocated Managed Service contracts.
* Develop, administer, and maintain the Managed Service Framework according to Quality Management Systems and ITIL standards.
Work Environment:
Located in Perth, Western Australia.
Permanent full-time position available.
Requirements:
* Excellent communication, negotiation, and relationship-building skills.
* Able to take ownership of the role and work autonomously.
* Experience working in fast-paced environments with ability to adapt to frequent changes and flexible scheduling.
* Ability to work under pressure and manage multiple priorities.
* Strong prioritization, organization, and task management skills.
* Collaborative mindset with ability to foster teamwork across departments and individuals.
* Effective communication up and down the management chain, providing appropriate detail and focus on key information.
* Able to coach and mentor employees.
* Practical experience in delivering and executing Managed Service Contracts.
* Knowledge of governance processes and ITIL service delivery management framework.
* Superb planning, reporting, and documentation skills.
Education & Qualifications:
* Required – ITIL Foundations (v4 preferred).
* Desired – ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement.