Service Delivery Manager

2 weeks ago

Sydney, New South Wales, Australia Logicalis Australia Full time
Join our team as a
Service Delivery Manager


Are you a proactive individual with excellent communication skills? Are you passionate about building mutually beneficial customer relationships? We are seeking a talented
Service Delivery Manager to act as a trusted point of contact for our valued customers, advocating for their needs within our organisation.


Specifically, you will:

  • Serve as the primary liaison between our company and senior customer stakeholders, handling all service delivery matters.
  • Engage in regular meetings with customer stakeholders, including weekly/monthly service delivery meetings, quarterly business reviews (QBRs), and adhoc relationship meetings.
  • Provide urgent assistance to customers, collaborating closely with our Major Incident Management (MIM) teams.
  • Act as an intermediary, ensuring a seamless relationship between our company and the customer, resolving any issues promptly and to the customer's satisfaction.
  • Develop and oversee Service Improvement Plans to enhance the quality of our services.
  • Keep clients and internal stakeholders informed of project progress and updates.

Own Technical Delivery:

  • Collaborate with Technical Team Leads to provide leadership and highlevel prioritization of technical resources, aligning them with customer expectations.
  • Utilize your deep understanding of the customer portfolio to guide Technical Team Leads and engineers in resolving urgent customer needs.

Maintain Contract Management:

  • Maintain a comprehensive understanding of assigned customer contracts, including contractual deliverables, billing specifics, and contract tenures.
  • Review and approve monthly invoicing before it is sent to customers.
  • Identify any contract deliverables that may not be met and take prompt action to rectify the situation.
  • Administer contract annexures (MACs) for minor changes in scope and services.
  • Assist sales teams in guiding the development of significant scope changes, as needed.

Requirements:

  • Excellent communication and interpersonal skills, coupled with the ability to prioritise and allocate technical resources, will underpin effective engagement with customers and internal stakeholders
  • Demonstrated experience in maintaining and managing customer relationships and strong problemsolving abilities will ensure prompt resolution of customer issues
  • Deep understanding of contract management and the ability to administer contract deliverables.

In addition, you will also probably have:

  • Solid knowledge of an IT service management system, we use ITIL.
  • Previous experience in IT Service Delivery Management role, working with similar technologies and responsibilities and infrastructure and/ or consulting experience will be highly regarded

Do I need to meet all the requirements to apply?

Benefits
As a valued member of
'Logicalis Australia' you will enjoy several benefits, such as;

  • Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shoutout and there will always be help"
  • Pick your own adventure: Our people have moved from Helpdesk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we'll fund you to learn it, so you can become it
  • Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
  • Flexible, modern, working arrangements: Find your own method for collaboration and productivity to achieve a happy balance. #LI-Hybrid

About us:

We are Logicalis, Architects of Change. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees.

As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients' digital ecosystems.

With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

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