Service Delivery Manager

IDEMIA Canberra, Australian Capital Territory, Australia

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IDEMIA Canberra, Australian Capital Territory, Australia

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Purpose

The Service Delivery Manager manages the successful execution of contracted managed services to the customer(s). This person owns the delivery and operational relationship with the customer(s) and is expected to develop and maintain strong rapport with key Customer stakeholders.

Job Description

Purpose

The Service Delivery Manager manages the successful execution of contracted managed services to the customer(s). This person owns the delivery and operational relationship with the customer(s) and is expected to develop and maintain strong rapport with key Customer stakeholders.

Key Missions

• Meet or exceed all SLA's and KPI's for service delivery to the customer
• Serve as main escalation point for the customer, and ensure accurate and effective delivery of all contracted Services and SLAs
• Work closely with Program, Sales and Pre-sales teams to ensure effective delivery of additional infrastructure, software and services
• Work closely with Technical Support team and external vendors to provide operational guidance and strategic direction
• Manage the costs associated with the delivery of contracted services. Work with Program team to manage within the approved budget
• Develop and update maintenance plans, procedures, work instructions and other project documentation
• Incident Management take the lead during critical incidents; handling the needs of various stakeholders, Communications, escalations (e.g. customer, senior management, work teams) while ensuring issue can be resolved within SLA
• Identify operational risks that could compromise contractual commitments and work with the Technical Support Manager to mitigate them
• Produce monthly reports for customers, as well as project governance reports and dashboards for management
• Responsible for overall communication with the customer on service related matters; hold regular customer service review meetings
• Manage sub-contractors and vendors, ensuring their services meet contractual commitments
• Ensure spare parts availability and manage stock movements
• Handle all hardware and software maintenance agreement renewals, ensuring adequate warranty support for all infrastructure components
• Identify opportunities to grow service and revenue with assigned customer
• Support new business opportunities during the pre-sales stage, e.g. deliver quotes for maintenance proposals
  
  

Profile & Other Information

• Australian Citizen, ability to obtain security clearance. Existing Clearances is a plus.
• 3-5 years of experience in service and project management in a service provider / systems integrator environment Exposure in areas across Software application, delivery and business critical infrastructure.
• Bachelor Degree in Administration or Business Management from a recognized institution, or equivalent practical experience, sound Technical understanding
• Strong organizational skills with ability to handle various tasks; attention to detail
• Excellent time management, decision making, prioritization and organization skills
• Strong verbal/written communication skills
• Effective command of MS Office tools (Word, Excel, PowerPoint, Project, Outlook)
• Good grasp of financial concepts and procurement process
• Solid understanding of business process management and improvement
• ITIL v4 Certified; IT Service Management practitioner
• PMP and/or Prince2 Certified will be an advantage

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology and Management
• IndustriesComputer and Network Security and IT Services and IT Consulting

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