Service Delivery Manager

2 weeks ago


Southbank, Australia Paxus Australia Pty Ltd Full time

Posted 28 July 2023
- SalaryNegotiable
- LocationSouthbank
- Job type Permanent
- DisciplineIT General
- Reference262406_1690524413

**Job description**:
This role Reports into the Head of Service Delivery, the Service Delivery Manager assures the effective and efficient delivery of services, requiring that they deliver, manage, administer and report on an enterprise-wide Device-as-a-Service (DaaS) solution.

This position will require you to be responsible for liaising closely with internal and external customers (including Leadership), project teams, external vendors and other stakeholders to ensure DaaS requirements are delivered on time and to agreed customer requirements. Your genuine passion for providing the best customer experience, support and improving processes and ways of working will be favourably regarded.

**Responsibilities**:

- Building and maintaining strong, long-lasting customer relationships
- Accountable for ensuring high standards of customer satisfaction are always
- Manage service quality and improvement of service delivery processes
- Provide the first point of contact for DaaS enquiries and issue escalation/resolution.
- Provide technical leadership/direction and support
- Ensure all SLAs are met through analysis and presentation of SLA reporting, ensuring any direct impact is dealt with appropriately
- Supporting the leadership team on analysis and presentations as required
- Be a trusted partner and provide value and worth to the customer
- Clearly communicate the health of the progression along clients' operational delivery including improvements or efficiencies gained
- Drive leadership and identify areas for continual service improvement to remove friction and increase efficiency
- Address any issues arising with the service being provided across all operational functions
- Assist with challenging client requests or issue escalations as needed
- Be a strong advocate for the customer by having their best interests at heart, and not simply looking for a temporary fix
- Provide leadership, definition, governance, management and ongoing execution of crucial Operational Support management functions such as DaaS and Managed Meeting Room Services (MMRS)

To be successful in this role, you will need:

- Demonstrable ability to communicate with, present to and influence key stakeholders at all levels of an organisation, including executive and C-level
- Proven ability to juggle multiple accounts at a time, while maintaining sharp attention to detail
- Excellent listening, negotiation and presentation abilities
- Dynamic and creative problem-solving skills
- Strong verbal and written communication skills
- Ability to establish meaningful, long-term relationships
- Understanding technical issues and technical jargon and be able to communicate back in non
- technical terms for the customer to understand
- Excellent time management skills, including being punctual to all client meetings
- Strong interpersonal skills
- Strong technical understanding, or the ability to learn technological products and services very quickly
- Ability to operate independently
- Proficiency in preparing customer or service documentation
- Negotiation and influencing skills

Qualifications and Experience:

- Minimum 5 years' Service Delivery experience with a focus on relationship management
- Strong experience in ITIL processes and have the associated formal qualifications (Minimum ITIL Foundations)
- Tertiary qualification in an IT Field preferred
- Experience in managing relationships and negotiation with suppliers/vendors
- Demonstrated experience with:

- Microsoft Windows 10
- Enterprise-grade computer vendors, specifications, models and the ability to recommend device choices for various business requirements
- Standard Operating Environment (SOE) framework and terminology
- Office Applications
- Basic IT Support Functions


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