Technical Service Delivery Manager, Brisbane
The Service Delivery team employs a robust service management framework aligned with ITIL best practices, ensuring transparency and effective oversight of operations. All critical service activities are coordinated and delivered according to established service level agreements.
The appointed Technical Service Delivery Manager (TSDM) acts as the primary liaison, fostering strong client relationships and driving proactive issue management, regular technology reviews, governance, and continuous improvement initiatives.
The TSDM is responsible for facilitating technical operations, troubleshooting, and managing service performance, including monitoring service metrics, overseeing contractual matters and billing, and ensuring adherence to governance protocols to maximise customer satisfaction.
In This Position, You Will Be Responsible For
- Maintaining key client relationships, serving as the first point of contact and liaison
- Major incident oversight, escalation, problem and change management
- Measuring, monitoring, and working with operational teams to attain and maintain service level targets
- Collaborating with key resources to streamline operations and provide an outstanding client experience through proactive monitoring and alerting, efficient ticket management and the automation of repetitive technical and process-driven tasks
- Undertaking continual risk management and service improvement initiatives for areas of responsibility, including core platforms relevant to support services
- Managing and reviewing service quality to ensure successful delivery of support services
- Fostering collaboration between technology services teams
- Participating in continuous service improvement initiatives to drive efficiency and automation through innovation
- Preparing and attending monthly, quarterly and yearly business reviews with key clients, including emergency meetings as required
- Providing internal and external reports as per defined cadence outputs
Personal attributes that will lead to your employment
- Easily connects with a broad range of people
- Builds trusting and open relationships to foster client growth
- Communicates clearly and effectively with a diverse range of people
- Has a positive, resilient and high-energy approach and focuses on the key
- Manages sensitive and confidential information with absolute discretion
Experience and Knowledge Sought
- A technical background and maintained understanding of current technologies and solutions across Cloud, Network, Unified Communications, Security
- ITIL Certified
- 6+ years background in IT technologies and solutions with a strong focus and experience in Genesys and/or other Contact Centre solutions
- 4+ years commercial IT Management experience
- Demonstrable experience with client and issue management
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
Industries
- IT Services and IT Consulting
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📌 Technical Service Delivery Manager, Brisbane
🏢 Nexon Asia Pacific
📍 Brisbane City