Head of Service Delivery

2 weeks ago

Sydney, Australia u&u Recruitment Partners Full time

**Your New Employer**:
u&u. Recruitment Partners has been engaged by a highly reputable and rapidly growing IT Services company to recruit a permanent Head of Service Delivery role. The company has a head office in Parramatta and offer flexible WFH options (3-days work from home). They have approx. 30 employees and support mid-market (20-200 seats) and enterprise organisations and specialise in managed services, infrastructure, security, project management and cloud services. They pride themselves on their fun, friendly, family orientated culture and are heavily focused on employee training and development. They have a career plan for every employee and focus strongly on internal promotions and coaching/mentoring. They see themselves as a true business partner to help their customers achieve their goals through bespoke, targeted IT solutions (their NPS is 90).

The company is going through an exciting period of growth. They plan to grow their business rapidly in the next 2 years. They have a diverse client base which means this role and your teams will support clients on a broad range of cutting-edge technologies. This role will also get the opportunity to work with like-minded people in a highly collaborative culture based on teamwork, inclusion and technical excellence. This is reflected through their staff longevity and their high customer retention rates.

**Your New Role**:
**Reporting to the Managing Director, you'll**:
Manage technical teams (17 reports) and ensure the efficient delivery of IT services that result in satisfied clients;
Be ultimately responsible for service delivery standards and control service quality and project delivery;
Maintain good customer relationships and improve the company's service to ensure a high level of customer satisfaction;
Work closely with the Managing Director to make decisions about the company strategy, growth plans and client delivery processes;
Manage major incidents, escalation, problem, change and release management;
Manage the training requirements and upskilling of the Service Team to ensure a strong working knowledge of required skill sets and ongoing trends; and

Establish and maintain relationships within a range of suppliers, vendors and partner companies.

**Your Skills & Experience**:
Within the context of the role described above, the ideal applicant will be someone who has the following key capabilities:
Minimum 5 years of experience in a similar Service Delivery Manager role within an MSP environment;
Strong experience managing technical teams within MSP; and

ITIL v3 or above qualifications.

In addition to these technical competencies, you will be action orientated, results driven with excellent prioritisation skills. You will be able to think on your own, be confident in your own ability and have drive to work with the Managing Director on the strategic elements on this role. You will have an innovation mindset and will enjoy fast paced environments where you can be challenged and deliver cutting-edge solutions to a diverse client base.

You have a fun, friendly and easy-going personality and be keen to continue developing your skills. Naturally, you will be a team player with excellent verbal and written communication skills.

How to Apply

Please submit your resume in Word format only.

Steven Fulop.

DIRECTOR, GWS

Get in touch
Call me on 02 8825 6602
Visit me at the Greater Western Sydney offices
Connect with me on LinkedIn

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