Service Delivery Manager

3 days ago

Surrey Hills, Australia RTG Reflex Technology Group Full time

17/12/2024

**_Join a team where innovation meets impact At RTG, we’re transforming industries with cutting-edge IT solutions and a passion for making a difference._**

**Role**:
**Your Day-to-Day Adventure will include**:

- Position the customer services team as a trusted advisor to our clients.
- Oversee the delivery of services to clients and maintain high performance levels.
- Lead the implementation of changes and ensure alignment with best practices and drive continuous improvement and efficiency gains through automation and similar tools.
- Manage service-level agreements (SLAs) to ensure adherence and resolve service delivery issues, conducting root cause analysis and implementing corrective actions.
- Prepare and present regular service reports and project updates for clients and internal stakeholders that track service performance, identify trends, and inform strategic decision-making.
- Leverage new tools and technologies to enhance service desk operations, including ticket management systems.
- Identify opportunities to optimise costs and improve efficiency.
- Ensure new clients are smoothly onboarded, with clear communication and effective transition of services. Set expectations and establish a strong foundation for ongoing service delivery.
- Implement and facilitate regular best practice sharing sessions, workshops, and training courses with reference to service delivery.

**As the successful applicant, you will have**:

- Excellent communication, strategic thinking, problem-solving, and analytical abilities.
- Familiarity with service delivery methodologies (e.g., ITIL).
- Strong understanding of IT infrastructure, including networking, servers, desktops, and cloud technologies.
- Strong leadership and people management skills.
- Strategic planning and execution capabilities.
- Customer-focused with a commitment to delivering exceptional service.
- Education: Bachelor's degree in Business Administration, Information Technology (IT), Education, or a related field (preferred).
- Certification: Relevant industry certifications (e.g. ITIL, CompTIA, Microsoft)
- Experience: Proven track record in service delivery, project management, or a similar customer-facing role (5+ years). Experience in the education sector is a plus.
- The role requires travel to customer sites, including interstate locations.

**What makes this role shine & why join us?**
- We are agile and nimble and provide our people with challenging work whilst providing work-life balance.
- We are a value-driven organisation and our latest value is ‘constantly developing’ as our culture encourages being curious, open, and reflective and learning and helping others to learn.
- We embrace diversity and individual talents, strengths, and differences. We listen and give importance to everyone’s views.
- We care for the well-being of our employees offering EAP assistance, Birthday Leave, novated leasing, salary sacrifice, employee discounts on health and fitness products, electronic items, movie tickets, and many more

**Who Are We?**

RTG (Reflex Technology Group), established in 1985, is an Australian-owned national consulting and services business specialising in technology solutions for education, aged care, healthcare, and not-for-profit sectors. With a focus on enabling meaningful outcomes, RTG partners with clients to deliver innovative strategies, expert solutions, and exceptional support. Driven by a commitment to making a difference, RTG prioritises people over technology, achieving high customer satisfaction through collaboration and impactful results.

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