Brennan. Where true performance thrives.
At Brennan, we believe that
how
technology is delivered is every bit as important as
what
the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. It’s a claim backed by our
True Performance System
- a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.
Why join Brennan True performance for our customers starts with a true belief in our people. It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.
True rewards In addition to competitive remuneration, Brennan offers extensive benefits, including:
Training and certification bonuses
Culture Awards that recognise excellence
Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
Vibrant, fun social activities
Discounted hardware and software
An environment that embraces learning and development
The Role As a Service Delivery Manager you will be assigned a patch of larger, strategic, clients to work jointly across with an Account Manager/ BDM where you will own the key Service Delivery relationship, delivering excellence in service assurance, liaising with internal technical staff on behalf of the client, provide generalist network consultancy, be “application aware” and assist with uncovering growth opportunities with the client through new or product upgrades. A successful candidate in this role would have a good balance between customer service, technical knowledge and experience dealing with C-level executives. The role is based in Brisbane.
Your Responsibilities Include But Are Not Limited To
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 for the client
Be recognised as a subject matter expert in Service Management Operations
Continuously improve operations and client engagement
Drive operational efficiency initiatives eg Self Service portal adoption
Customer Satisfaction (measured by NPS)
Assist in development of ITIL Aligned Service Processes
Continual Service Improvement Plans (CSIP) for client patch
What skills and experience you will bring to the team
Minimum of 3 years’ work experience in a senior Service Management or Customer role
ITIL Service Management accreditation
Strong working knowledge of ITSM service delivery concepts
Demonstrated ability to position and present at a C-suite level
Demonstrated ability to lead and collaborate with a multi-disciplined team
Demonstrated skills in negotiation, organisation, and time management
Ability to work within a team and achieve results through others
Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers
Ability to manage and implement change - change agent and ambassador
NOTE: As part of our hiring process, you will be required to undertake a National Criminal History Check.
Brennan is an equal opportunity employer.
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