Service Delivery Manager

1 week ago

Sydney, Australia Logicalis Australia Full time

Join our team as a **Service Delivery Manager**

Are you a proactive individual with excellent communication skills? Are you passionate about building mutually beneficial customer relationships? We are seeking a talented **Service Delivery Manager** to act as a trusted point of contact for our valued customers, advocating for their needs within our organisation.

**Specifically, you will**:

- Serve as the primary liaison between our company and senior customer stakeholders, handling all service delivery matters.
- Engage in regular meetings with customer stakeholders, including weekly/monthly service delivery meetings, quarterly business reviews (QBRs), and ad-hoc relationship meetings.
- Provide urgent assistance to customers, collaborating closely with our Major Incident Management (MIM) teams.
- Act as an intermediary, ensuring a seamless relationship between our company and the customer, resolving any issues promptly and to the customer's satisfaction.
- Develop and oversee Service Improvement Plans to enhance the quality of our services.
- Keep clients and internal stakeholders informed of project progress and updates.

**Own Technical Delivery**:

- Collaborate with Technical Team Leads to provide leadership and high-level prioritization of technical resources, aligning them with customer expectations.
- Utilize your deep understanding of the customer portfolio to guide Technical Team Leads and engineers in resolving urgent customer needs.

**Maintain Contract Management**:

- Maintain a comprehensive understanding of assigned customer contracts, including contractual deliverables, billing specifics, and contract tenures.
- Review and approve monthly invoicing before it is sent to customers.
- Identify any contract deliverables that may not be met and take prompt action to rectify the situation.
- Administer contract annexures (MACs) for minor changes in scope and services.
- Assist sales teams in guiding the development of significant scope changes, as needed.

**Requirements**:

- Excellent communication and interpersonal skills, coupled with the ability to prioritise and allocate technical resources, will underpin effective engagement with customers and internal stakeholders
- Demonstrated experience in maintaining and managing customer relationships and strong problem-solving abilities will ensure prompt resolution of customer issues
- Deep understanding of contract management and the ability to administer contract deliverables.

**In addition, you will also probably have**:

- Solid knowledge of an IT service management system, we use ITIL.
- Previous experience in IT Service Delivery Management role, working with similar technologies and responsibilities - and infrastructure and/ or consulting experience will be highly regarded

**Do I need to meet all the requirements to apply?**

**Benefits**

As a valued member of **‘Logicalis Australia’** you will enjoy several benefits, such as;
- Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"
- Pick your own adventure: Our people have moved from Help-desk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we’ll fund you to learn it, so you can become it
- Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
- Flexible, modern, working arrangements: Find your own method for collaboration and productivity to achieve a happy balance. #LI-Hybrid

**About us**:
We are Logicalis, Architects of Change. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

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