Service Delivery Manager

Service Delivery Manager - Strategic Customers

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Bendigo Telco is a YOUR technology specialist partner with a difference. We exist to help our customers and communities grow and succeed by providing better technology-based services and a partnership model that gives back to the community.

We do this by employing great people, providing competitive relevant voice, data networks and IT managed services.

Our Purpose

Customer and Community success – our commitment.

Bendigo Telco was created in 2000 by the Bendigo Bank and a broad group of large Bendigo businesses that wanted better access to telecommunications technology. Based on the 'community banking' model made famous by the Bendigo Bank – Bendigo Telco was conceived as a telco that would support the needs of the local community.

Since then, we have expanded from our presence in Bendigo to having offices right across Australia. We deliver a wide range of 'telco' services, but our focus is on the business sector. We implement Virtual Private Networks, Cloud Services and a broad range of telecommunications services leveraging the wholesale agreements that we have in place with Australia's largest carrier service providers. With the growing complexity of technology and cyber security we also offer our customers a managed service supporting all aspects of technology leaving customers to be able to focus on the growth of their business.

Our Vision

To be your preferred technology partner

The Role

The Service Delivery Management team provides fast, effective, and reliable service and support to our customer Business. This team monitors our quality of services and proactively works closely with our customers to identify problems and opportunities to continue to drive business value to our customer's businesses.

Our team is composed of passionate and dedicated professionals who care deeply about our customers and solving their Business problems. We offer a blend of service management, strategy and opportunity management to ensure seamless business continuity for our customers.

The Service Delivery Manager (SDM) is a pivotal role within our business, responsible for ensuring we meet or exceed customer expectations through service level agreements. The SDM manages holistic, end-to-end service customer relationships and is crucial for customer advocacy. They influence service strategy and identify opportunities for continual service improvement.

The SDM will have a positive mindset, be adaptable to change, and inspire confidence while motivating our team to achieve outstanding outcomes. They will collaborate within their service area, across technology service lines, and with our customers. A solid understanding of ITIL service management is pivotal in this role.

The SDM will:

· Connect with our customers to facilitate easier business interactions.

· Support Account Management to ensure customers' pain points, requirements, and outcomes are understood and managed appropriately.

· Provide guidance, feedback, and direction to the broader Bendigo Telco teams regarding customer expectations.

· Demonstrate and educate the value of services to customers and Bendigo Telco.

· Identify and implement process improvements in collaboration with customers and Bendigo Telco.

Build strong relationships with key vendors to ensure effective, operational SLAs are established and valuable.

Responsibilities Include:

Customer Experience

· Actively adopt and promote a positive culture that ensures that the Customers Experience is always delivered in a timely and accurate manner.

· Working with Service Owners and stakeholders ensuring a customer perspective and to deliver a positive customer experience; focusing on customers' needs to drive behaviors and outcomes.

· Commitment to customer satisfaction, measured by % of stakeholders that feel satisfied with the service and outcomes that squads are providing to them.

· Ensure service delivery is aligned with our customer's business needs.

· Ensure the correct business and customer engagement tools are implemented that support an outstanding Customer experience.

· Implement and manage cross business process to maintain product relevance for Customers.

· Recognise potential problem areas whilst being proactive in developing solutions and monitoring outcomes for the Customer.

· Ensure all communication relating to the Product and service is aligned to Customer experience.

Systems (Technology and Process)

· Responsibility to the ITIL process framework (Incident, Problem, Change, Service Orders) ensuring all service teams execute the process to ensure optimum Customer outcomes.

· Identify and implement process improvement across all ITIL processes.

· Develop standard reporting framework for your customer base, and provide ad hoc customer reporting when required.

· Identify opportunities to sell Bendigo Telco products and services to meet customer needs.

· Act as an escalation point for any project work within your customer base.

· Have visibility of and act as an escalation point as required for IT Change, Problem, and Incident Management

· Manage Return to Service contract with agreed Vendors.

· Build strong relationships with other Bendigo Telco Service Delivery roles to ensure understanding of customer requirements, issues, concerns and adequate focus and delivery is occurring on agreed activities.

· Responsible for generating and assessing reports regarding Service Level Management (SLM) process metrics (KPl's).

· Accountable for creation and maintenance of appropriate SLM processes to include implementation of SLAs with supporting underpinning contracts.

· Responsible for implementing appropriate Service Improvement Plans.

· Develop continuous improvement through analysis of service team performance, supplier performance, technology performance and customer feedback to ensure value is recognised for the services provided.

· Ensure that customers are aware and supported during planned and emergency change windows.

· Plan and develop initiatives to ensure continuous service improvement.

· Participation in major incidents which impact customers to ensure a proactive approach to customer engagement.

· Assist Business Development and solutions designers with knowledge and solution advice.

· Drive a culture of process improvement through way of working within the team.

Operational Performance and Delivery

· All products and features are delivered in an efficient manner with metrics that can be measured to ensure efficiency is delivered and maintained.

· Operational services are implemented with effective risk controls to minimise expose to our business operations.

· Ensure Bendigo Telco are meeting or exceeding their contractual obligation to your customers.

· Awareness of all vendors that underpin the operational performance of the given services of the team and act as an escalation when required.

· Provide customer feedback to Service Owners on their operational performance.

Leadership and Strategy

· Build, own and maintain internal and external strategic relationships with partners that support the Service Delivery Management framework.

· Have visibility of and act as an escalation point as required of all activities between the customer and Bendigo Telco for Service Delivery Management.

· Act as the voice of the customer in the operational forums; become a trusted advisor to defined customer group, acting as their single point of escalation contact into Bendigo Telco.

· Ensure all service teams have adopted consistent service management processes through their businesses.

· Build strong relationships with key stakeholders ensuring effective outcomes are delivered to support new and existing solutions.

· Understand key business customer Problem Prioritisation and provide regular feedback to the business.

· Quality of research and advice related to Service team strategies.

· Provide operational feedback to Bendigo Telco leadership on service delivery matters.

· Research and keep abreast of market and industry trends and integrate into strategy where relevant to Service Delivery.

· Articulate options as to how to implement strategies.

· Embrace and lead new capabilities to support innovation (not just technology).

· Ensure all work practices are conducted in accordance with all Bendigo Telco compliance requirements, as specified in Bendigo Telco policy, corporate and business unit procedures and identify and report instances of non-compliance appropriately.

· Completion of all risk and compliance training

· Maintain and report on the risk posture of the given service (Security, Competitive landscape, and demographic) & report losses as a result of any breach of control to the 'Risk and Information Security' function.

· Role model and coach staff on the value of managing a risk posture with appropriate controls in regard to ITIL processes.

· Create a culture of raising risks to ensure they are dealt with accordingly (Manage, Mitigate, Eliminate or Accept)

Values

· Demonstrate consistent behaviour in accordance with Bendigo Telco Values: Honesty & Integrity, Passion, Fun and Engagement.

Key Performance Indicators:

Customer Experience

Stakeholder satisfaction survey results related to service delivery

Customer retention rate for services

Customer engagement is in accordance with the Bendigo Telco Service Delivery framework

Consistant and on-time communication.

Systems (Technology and Process)

Timeliness and accuracy of standard reports

Conversion rate of identified opportunities

Resolution time for escalations

Improvement in service performance metrics

Operation Performance and Delivery

· Compliance with risk management policies

· Service Level Agreement (SLA) compliance rate

Risk

· Compliance rate with Bendigo Telco policies and procedures

· Number of non-compliance instances identified and reported

· Continuous improvement initiatives have been identified, then either designed, implemented or had a plan developed for implementation that deliver a measurable benefit to the organisation (For example a process efficiency or cost reduction).

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Your application will include the following questions:Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a service delivery manager? Do you have experience in a role which requires relationship management experience? Have you worked in a role where you had to identify user needs and form product requirements? What's your expected annual base salary? Do you have a current Australian driver's licence?

Program Manager (Technology & Transformation)

Cirka

11d ago

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