Service Delivery Manager – Brennan – Adelaide, South Australia, Australia
Reporting to the Service Delivery Manager Team Lead, we are seeking a Service Delivery Manager (SDM) to join our team on a full-time permanent basis in our Adelaide office.
At Brennan, we believe that how technology is delivered is as important as what the technology is. Our True Performance System ensures we deliver better value and experience for our customers.
Responsibilities
Own the key Service Delivery relationship, delivering excellence in service assurance and liaising with internal technical staff on behalf of the client.
Provide generalist network consultancy, be "application aware" and uncover growth opportunities with the client through new or product upgrades.
Prepare and present client operational reporting at monthly meetings.
Manage client SLAs and reporting, including driving enhancements.
Scope and change management.
Major incident management.
Drive future technology roadmaps for the client.
Recognised as a subject matter expert in Service Management Operations.
Continuously improve operations and client engagement.
Maintain customer satisfaction (measured by NPS).
Assist in development of ITIL-aligned service processes and Continual Service Improvement Plans (CSIP) for client patch.
Build relationships with Service Desk, key resolver functions, Account Management and key commercial functions.
Develop deep understanding of client's business, including orchestration of strategic business planning, roadmaps and workshops.
Qualifications & Experience
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 and internal stakeholders as part of a continuous improvement lifecycle for customers.
Ability to manage and implement change – change agent and ambassador.
Background from an MSP / Systems Integrator.
Additional Information
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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