Service Delivery Manager

3 months ago

Greater Adelaide SA, Australia Finite Full time

Location:
- Adelaide- Job Type:
- Permanent- Specialisation:
- Help Desk & IT Support- Salary:
- Negotiable- Reference:
- PR/024991_1706502295- Contact:
- Daniel Philip- This role holds responsibility for overseeing, managing and ensuring the delivery of support services, aiming to guarantee an outstanding customer experience for all our clients.

**Responsibilities**:

- Oversee the end-to-end service delivery process, ensuring high-quality and timely delivery of services to clients.
- Lead and oversee the Service Desk team, offering guidance, mentorship and support to guarantee smooth operations and outstanding customer service.
- Direct, manage and foster the growth of the Service Delivery Team and its members within a framework centred on accountability and exceptional customer service.
- Develop and implement strategies to optimise service delivery processes and enhance overall operational efficiency.
- Collaborate with cross-functional teams to address needs and resolve complex issues in a timely manner.
- Ensuring timely resolution and maintaining positive client relationships.
- Monitoring of Service costs and performance against budgets/targets
- Monitor team performance and ensure delivery is as per agreed **KPI's/SLA's**:

- Monitor and analyse service performance metrics, identifying areas for improvement and implementing corrective actions as necessary.
- Manage the ongoing training and development of the teams in line with the group's product strategy
- Provide regular reports and updates to senior management on service delivery performance, client satisfaction and team productivity.
- Demonstrated ability to work effectively under pressure, coupled with resource planning skills and a strong drive for continuous improvement.
- Possess robust interpersonal skills to effectively collaborate and communicate within a team environment.
- Stay abreast of industry trends, best practices and emerging technologies to drive continuous improvement and innovation in service delivery.

**Requirements**:

- Bachelor's degree in a relevant field or equivalent work experience.
- Strong leadership skills and experience managing teams in a managerial capacity.
- Should have proven experience in managing **Service desk / Contact centres operations** within the **Telecommunications industry**:

- Technical experience in both ICT and Telecommunications.
- Demonstrated expertise in **ConnectWise** service management tool.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and stakeholders.
- Strong problem-solving skills and the ability to make informed decisions under pressure.
- Exceptional organisational and time management abilities, with a keen attention to detail.
- Ability to thrive in a fast-paced and dynamic environment.

**How to Apply**:

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