COMPANY: This company is an established and growing Technology company who operate in the mid-market space and have multiple office locations across Australia. On offer: - Hybrid working. - Free onsite parking. - Career path and development opportunities. - Friendly and motivated team with a flat structure. - Fast-paced environment in an established yet growing business. ROLE SNAPSHOT: As the IT Service Delivery Manager, you will be the primary point of contact for 14 higher-end customers to ensure the effective delivery of their IT Services. Acting as the conduit between the customer and technical teams in the MSP, you will own Service Delivery Management processes and ensure customer objectives are met, and relationships are maintained and improved. Hybrid working available. Key elements of the role: · Serve as the primary point of contact for customers, accountable for ensuring the delivery of IT Services to them. · End-to-end accountability for Service Delivery Management processes. · Ensure customer business objectives are met and customer relationships are maintained and improved. · Identify opportunities for improvement in service delivery and service level. · Strike a balance between quality and cost of service delivered, while continuously incorporating client needs. · Create & maintain Service Level Management process - including SLA & OLA's with supporting contracts. · Maximise revenue through the identification and control of non-BAU work and applying charges accordingly. · Management reporting - generate and assess reporting on Service Level Management metrics and KPI's. · Implementation of Service Improvement Plans. · Ownership of major P1 & P2 incidents - including client communication. · Regular client meetings to discuss service level performance and improvement. · Drive proactive Problem Management activities. REQUIRED EXPERIENCE / KNOWLEDGE / BACKGROUND / QUALITIES: Suitable for an IT Service Delivery Manager with proven MSP experience acting as the conduit between customers and the MSP to deliver excellent customer outcomes. Ideal for a strong communicator experienced with effectively building, maintaining, and managing relationships, combined with well-developed knowledge of IT Service Level Management. The following is required: - Proven exp as an IT Service Delivery Manager (or similar) - acting as the primary point-of-contact for customer being as the conduit between them and technical delivery/support teams. - Exp in an IT Managed Services Provider (MSP) is required. - Demonstrated exp with SLA management, customer reporting, and Incident & Problem Management. - Proven relationship building skills - both internally and with customers. - Working knowledge of contract negotiations and vendor management. - Ability to translate business concepts into technical requirements. - ITIL exp. - Personality & attitude - accountability mindset with excellent prioritisation and organisational skills strong sense of urgency; able to think outside the square, think, and analyse to suggest improvements; confident and strong communication skills. This is a full-time permanent role located in near Macquarie Park (hybrid working available and free onsite parking) and is offering $120,000 - $130,000 super - depending on experience. *Please note, full permanent Australian working rights are required to be considered for this position, and successful applicants will be contacted. By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.