Service Delivery Manager

4 weeks ago

Perth, Australia HAYS Full time

An exciting opportunity where you are responsible for coordinating the delivery of Managed IT Services.

**Your new company**

Exciting opportunity to work for a multinational IT Service and Consulting company.

**Your new role**

Service Delivery Manager plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and the operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.
- Management of Service Delivery responsibilities using support from teams based in Perth and offshore
- Building a personal relationship with key client staff
- Successful service delivery - SLA achievement and high level of customer satisfaction
- Building service reports and monitoring overall performance of services
- Collaborating with senior management on client account management and growth
- Ensuring operations teams are aware of changes and are prepared
- Service reporting and sponsoring service delivery meetings
- Removing all obstacles to customer satisfaction and / or financial performance
- Communicating across organizational boundaries - from engineers through to senior managers
- 3rd party management responsibilities
- Following up if service delivery is not meeting expectations
- Working with the client and operations teams to identify and manage service improvement activities
- Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division

**What you'll need to succeed**
- Long standing technical experience
- 8 years relevant work experience, within Managed Services and IT outsourcing industry
- Has strong IT technical background and able to understand complex technical solutions
- Knowledge of the following:

- Private and public Cloud infrastructure and operation
- Virtualization
- Systems management platforms
- Service management solution
- ITIL
- EMC, VMWare technologies will be a plus
- Ability to deliver technical presentations competently
- Must be commercially aware, able to identify & communicate commercial opportunities
- Highly motivated self-starter and a good team player
- Excellent documentation skills and attention to detail

Good relationship builder with strong diplomacy skills. o Client management o Vendor management

**What you'll get in return**

Exciting projects in the pipeline

Great team culture

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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