Service Delivery Manager

2 weeks ago

Brisbane, Australia Brennan IT Full time

**Why work for Brennan?**
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian-owned systems integrator in Australia.

**Brennan offers an excellent remuneration package and benefits including**:

- An environment that embraces learning and development of all employees
- A focus on health and well-being - social club, sporting teams, health checks, poker, and trivia nights and more
- Discounted IT hardware and software products
- A strong culture underpinned by values that are truly lived every day
- Flexibility to work in the way that brings out the best in you
- Plenty more...

**The Role**
Due to an internal promotion, reporting to the Service Delivery Manager Team Lead, we are looking for a Service Delivery Manager (SDM) to join our team on a full-time permanent basis in Brisbane. Occasional travel to the client site will be required.

**Your responsibilities include but are not limited to**:

- Preparing and presenting client operational reporting at monthly meetings
- Client SLAs and Reporting (including driving enhancements)
- Scope and Change Management
- Major incident management
- Driving future technology roadmaps for the client
- Continuously improve operations and client engagement
- Customer Satisfaction (measured by NPS)
- Assist in development of ITIL Aligned Service Processes
- Continual Service Improvement Plans (CSIP) for client patch
- Relationships with Service Desk and key resolver functions
- Relationships with Account Management and key commercial functions
- Develop deep understanding of client’s business including orchestration of strategic business planning, roadmaps and workshops

**What skills you will bring to the team**:

- Minimum of 3 years’ work experience in Service Management
- Experienced working in an MSP environment
- ITIL Service Management accreditation
- Strong working knowledge of ITSM service delivery concepts
- Demonstrated ability to position and present at a C-suite level
- Demonstrated ability to lead and collaborate with a multi-disciplined team
- Demonstrated skills in negotiation, organisation, and time management
- Strategic thinking with get-up-and-go attitude
- A willingness to work and adapt to a fast growing & changing environment.
- Self-sufficiency and a high degree of autonomy.
- Ability to work within a team and achieve results through others
- Ability to influence external & internal stakeholders as part of a continuous improvement life cycle for customers
- Strong decision making / problem solving skills

**Desirable**
- Commercial experience & exposure to Presales or Solutions Architecture in as many of the following areas: IT, cloud, data, networking, unified communications, voice or telephony.
- Industry based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP)
- IT Project Management Foundation level accreditation (PMBOK, PRINCE 2)
- Tertiary qualifications (e.g. Management, Business, Engineering)

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

**Brennan IT** is an equal opportunity employer.

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