Service Delivery Manager

7 days ago

Sydney, New South Wales, Australia Brennan IT Full time

Why work for Brennan?

We are a national company with a reputation for delivering technical excellence, innovation and high quality service to the mid-market and have backed up that statement by winning the #1 Managed Service Provider in Australia for the past 10 years in a row.


Brennan IT offers an excellent remuneration package and benefits including:

  • Access to the latest and greatest technology
  • Personal and Career development
  • High levels of reward and recognition for over achieving
  • Flexibility to work in the way that brings out the best in YOU
  • The ability to do what you love, in an environment that supports YOU
  • A focus on health and well being social club, sporting teams, discounted technology purchases, health checks and more

The Role

We are looking for a Service Delivery Manager (SDM) to join our team on a full-time permanent basis in Sydney or Perth.


Whilst not a technical specialist, the role requires a high degree of technical skill across all products in the Brennan portfolio and requires a strong understanding of ITSM principles.


Key Responsibilities

  • 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
  • Continuously improve operations and client engagement
  • Customer Satisfaction (measured by NPS)
  • Assist in development of ITIL Aligned Service Processes
  • Continual Service Improvement Plans (CSIP) for client patch
  • Relationships with Service Desk and key resolver functions
  • Relationships with Account Management and key commercial functions
  • Develop deep understanding of client's business including orchestration of strategic business planning, roadmaps and workshops

Skills Required:

  • Minimum of 3 years' work experience in Service Management
  • Experienced working in an MSP environment
  • ITIL Service Management accreditation
  • Strong working knowledge of ITSM service delivery concepts
  • Demonstrated ability to position and present at a Csuite level
  • Demonstrated ability to lead and collaborate with a multidisciplined team
  • Demonstrated skills in negotiation, organisation, and time management
  • Strategic thinking with getupandgo attitude
  • A willingness to work and adapt to a fast growing & changing environment.
  • Selfsufficiency and a high degree of autonomy.
  • Ability to work within a team and achieve results through others
  • Ability to influence external & internal stakeholders as part of a continuous improvement life cycle for customers
  • Strong decision making / problem solving skills

Desirable

  • Commercial experience & exposure to Presales or Solutions Architecture in as many of the following areas: IT, cloud, data, networking, unified communications, voice or telephony.
  • Industry based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP)
  • IT Project Management Foundation level accreditation (PMBOK, PRINCE 2)
  • Tertiary qualifications (e.g. Management, Business, Engineering)
  • Sales experience (ICT experience preferred)

NOTE:
As part of our hiring process, you will be required to undertake a National Criminal History Check.

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