ITSM Service Delivery Manager

Green Light are looking for assistance in delivering projects for an industry leading organisation and have a rare and immediate requirement for a talented Service Delivery Manager to join our Canberra Delivery Team. Primarily this position will represent Green Light into the Customers business and the Customer into the Green Light business to ensure the quality, efficient and compliant management of service delivery. You will be experienced with mentoring and supporting the Service Delivery Coordinators in their assigned projects from inception and planning, right the way through the delivery.

In return you will have the opportunity to work with a Large Australian Consulting Provider, playing a key role delivering across critical keynote customers.

Customer

• Build close and effective working relationships with the customers company representatives to ensure continuity of service.
• Ensure consistent quality delivery through compliance measurement and corrective actions related to contractual agreements.
• The build and maintenance of Contract Compliance Tables (CCT) of Deliverables.
• Evaluate customer feedback and be responsible for customer satisfaction.
• Analyse customer feedback and industry trends to establish product / services best practice, managing the service line in the tactical application of the strategic plan.

Internal Team

• Ensure the welfare and performance of all employees within assigned service delivery centres in accord with employment agreements.
• Work with senior and regional management in the delivery of services nationally.
• Work with the Head of Services and the Service Delivery and Solutions Manager to productise offerings leveraging all service lines.
• Mentor and support on site Team Leads and Service Delivery Coordinators in their assigned managed services engagements, as part of the overall Service Delivery offering.

On Sell

• Escalate potential internal sales opportunities.
• Collaborate with the Sales Team to provide input into bids / proposals.

Administration

• Maintain the Continuous Service Improvement, Risk and Issues registers.
• Maintain accurate records for rosters, overtime, time in lieu and leave balance metrics for customers support.
• Ensure that each job is properly scoped for delivery and communicated across the organisation with the goal of zero rework.

Finance

• Financial management of the assigned portfolio to maintain a lean operation. Provide input to invoicing cycles, annual budget reviews, and pricing matrix.
• Ensure the collection of all completed jobs sign offs so payment is approved. For on-going activities track by week or by month.

Reporting

• Standardisation of report processes, put in place framework for all operational reporting which covering all specific client requirements, within reason and seek to automate as much as possible, to reduce the time take each month to produce and issue the reports.
• Ensure the timely and accurate delivery for weekly, monthly and quarterly reporting cycles.
• Receive content from all leads and compile the Pulse / Account health report for presentation to the Head of Services, monthly or on demand: Pulse reports are to include Metrics, Issues and Risks.

• Minimum 3 yearsxperience as a Service Delivery Manager in large enterprise environments.
• Demonstrated proficiency in managing teams of IT service resources to deliver to required SLAs.
• Preparing accurate and timely documentation to track services progress.
• Identifying and realising opportunities to improve processes for better client and team results.
• ISO and ITIL advocate.

If interested in the role, please contact John on johne@greenlightworldwide.com for further information.