Service Delivery Manager

2 weeks ago

Sydney, Australia Tecala Full time

**Join our Team**:
Our aim is to change the tech industry, with you beside us. We’re renowned for partnering with Australia’s most progressive, forward-thinking businesses that share our vision of a future where technology is the enabler of bolder, faster, and smarter ways of operating.

We are passionate about what we do, how we do it, and most importantly, why we’re doing it. And we’re just as hungry for your growth and success as we are for ours. In fact, the two should go hand in hand.

At Tecala, we’re proud to be a Great Place To Work Certified organisation and to have been listed in Australia’s Best Workplaces in Technology List. These accolades reflect our commitment to fostering an environment where our team can thrive. We’re always looking for incredible talent in full-time, part-time, and freelance capacities. If Tecala sounds like the kind of business you’d like to be a part of, let’s chat

**Service Delivery Manager**

**WHO ARE WE?**:
Tecala is an award-winning national ICT managed services provider. We work hard to help our customers transform their businesses through the innovative use of technology and need more great people to join our vibrant and growing team.

We pride ourselves on our reputation for quality and consistently delivering the right solution for our customers. You have the opportunity to become part of a supportive team, working together to provide solutions that make a difference to our broad customer base. If you are passionate about technology and motivated by assisting customers in improving their ICT operations, you will thrive with us.

**about THE ROLE**:
As a Service Delivery Manager (SDM) your primary function is to provide service management functions to our customers and internal divisions. Work functions are a mixture of Service Delivery Management and some Account Management, all with a key focus on increasing customer satisfaction and retention.

**Reporting to the Service Delivery & Customer Engagement Manager, your remit will be to**:

- Managing key relationships - customer engagements, monthly meetings, including - SLAs, continuous improvement, and reporting.
- Project management of any transition-in activities i.e. deployments, technology changes and/or migrations.
- Maintain and continuously improve customer satisfaction.
- Work as a trusted advisor of your clients on desirable outcomes.

**WHAT WE’RE LOOKING FOR**:
**THE ‘MUST HAVES’**:

- 5 years’ experience in a SI/MS delivery of support services.
- 5 years’ experience in managing and delivering ICT projects.
- 5 years’ of Service Management experience within an ITIL/ITSM aligned environment
- 5 years’ of experience in a project management/delivery management environment.
- Comprehensive understanding of the ITIL Framework.
- Strong verbal and written communication skills with previous client management experience.
- Previous experience in a Managed Service Provider is essential.
- Proven time management and effort capture skills.
- Desirable experience with multiple vendor technologies such as Cisco, Microsoft, and VMware.

**WHAT CAN WE OFFER YOU?**:
Our people are at the heart of everything we do, so if our team is happy, we’re happy
- Tecala is certified as a Great Place to Work in 2023 and 2024.
- Tecala is recognised as Australia’s Best Workplaces in Technology 2024 List.
- Birthday Leave.
- Health & Wellness - perks including discounted gym membership.
- Learning & Development - Development via self-paced learning, including educational assistance support with investment in training and upskilling.
- Reward & Recognition Program - Thank your teammates
- Employee discounts - Access discounted rates and offers from a variety of providers, including health insurance and IT Hardware.
- Employee Assistance Program (EAP).
- Referral Program - refer a friend and receive a cash incentive
- A company that lives and breathes its Employee Value Proposition (EVP).
- A collaborative, supportive, and enthusiastic team.
- A competitive remuneration package - including performance-based bonuses.
- Hybrid work environment and flexible working policy.

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

**HOW TO APPLY**:
No agencies, please - we’ve got this one covered.
- How many years’ experience do you have as a service delivery manager?
- Which of the following statements best describes your right to work in Australia?
- What’s your expected annual base salary?
- How many years’ experience do you have in a client services / account management role?
- How much notice are you required to give your current employer?
- What’s the highest level of ITIL qualification you have completed?

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