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Service Delivery Manager

1 month ago

North Sydney, Australia NetStrategy Full time

NetStrategy has been operating for over 30 years with a strong track record in the education, not-for-profit and government sectors.

Our people are our key asset, and over 90% of our staff are technical. We provide ongoing training and development to ensure they are up-to-date on technology trends and developments.

We are currently looking for a Service Delivery Manager to be based at a leading Independent school close to transport. Reporting to the Head of Service Delivery, the Service Delivery Manager will be responsible for managing the onsite ICT technical team including Systems and Infrastructure support, and Service Desk, maintaining a strong service delivery culture, and acting as a communication conduit between the school and NetStrategy.

Role Objectives:

- Create and maintain a customer service culture at the school that understands, values, and demonstrates the importance of technology in learning at the same time as being an enabler of organisational efficiency and effectiveness
- Ensure NetStrategy builds a long‐term sustainable relationship with the client through effective and efficient service delivery
- Oversee and Support the onsite ICT team to provide effective, efficient, and consistent service delivery
- Continuously improve the school's Service Delivery framework and processes
- Ensure the technical services team are skilled in the use of all NetStrategy Service Delivery Processes
- Develop and maintain a strong and harmonious technical services team culture

**Why NetStrategy?**

We believe the technology industry consciously puts profit ahead of customer choice, often delivering inappropriate solutions.

We challenge the status quo and strive to provide our customers with fiercely independent advice and a choice of innovative best of breed solutions.

We rise to the challenge to do what is right by delivering solutions that best help customers achieve their mission.

**Our Values**
- Independent, innovative and creative
- Fanatical approach to quality
- Stronger together
- Humble & Community minded
- Outcome Focused
- Empathetic

More than just a role, NetStrategy provide you with a career path.

**The successful applicant will demonstrate the following skills**:

- Strong interpersonal and communication skills; capable of negotiating requirements with clients and managing staff to achieve these outcomes.
- Proven experience with practical service delivery management including Service Management tools
- An ability to establish rapport, maintain, and build relationships with team members, clients including management level
- Real world experience with ITIL processes including such as Change Management, Problem Management, Incident Management, Event Management, and Service Level Management
- An ability to develop meaningful reporting, and detailed analysis
- Experience with ConnectWise or in Independent Schools would be an advantage.

**To join the NetStrategy team you need the following characteristics**:

- Ability to adjust priorities and tasks based on customer needs and management direction.
- Manage time effectively, meet deadlines and achieve established goals and objectives
- Maintain knowledge of technologies and seeks out personal training to develop skills.

**Note: NetStrategy is not in a position to offer visa sponsorship. Applications open to those with full Australian Work Rights.**

**Unsolicited AGENCY calls will not be considered at this point and may affect future agency relationships.