Service Delivery Specialist

4 weeks ago

Canberra, Australia Daon Inc Full time

**Opportunity**

Want to learn about biometric verification and work with the latest generation of smartphone technologies? Interested in learning new platforms and new technology? This is the job for you

Daon (The Digital Identity Trust Company - Daon ) is a leading provider of award-winning biometric identity assurance software products and services focused on meeting the needs of governments and large commercial organizations worldwide. Daon supports customers and system integrators in building enterprise solutions requiring the highest level of security, performance, scalability, reliability and privacy.

We are currently looking for a highly motivated Service Delivery Specialist to join the Cloud Services team in our Canberra office.

**Your contribution**

Reporting to the Cloud Services Service Delivery Manager, you will represent the Cloud Services Service Management team in the APAC region, supporting the delivery of Daon’s business-critical Software as a Service, IdentityX, working to improve business functions/operations and processes.

**What will you do**
- Service Level Management
- Implement, monitor and provide timely report to customers on service delivery metrics. Design and maintain internal dashboards and reports for KPI measurement.
- Availability Management - Work closely with all key stakeholders within Daon to ensure the availability of IdentityX as a Service on a 24/7 basis.
- Capacity Management - Working closely with the DevOps team to ensure that all services have sufficient capacity available to them to meet customer goals and expectations.
- Service Continuity - Support continuity mechanisms and procedures to meet the agreed business continuity targets. This includes regular testing both internal and external and associated reports.
- Change Management - ensure the change control process is enforced at all times, chair a CCB for the local region and minimize the risk associated with changes by ensuring all changes are properly assessed, documented and approved before implementation.
- Incident Management - Ensure that incidents requiring Cloud Services attention are handled as appropriate, focusing on restoring service as soon as possible.
- Problem Management - Working closely with the DevOps team to ensure P1 incidents are fully investigated to determine the root cause and corrective actions, feeding back to Engineering were appropriate
- Service Management Tooling - Make sure that the tooling is aligned to the process KPIs and make changes where necessary.
- Production Readiness - Ensure that production readiness activities are completed before environments are handed over to clients.
- Data Protection and Privacy - Make sure that the policies, processes and procedures to protect customers’ data are maintained and followed at all times.

**You have**
- Preferable 2 years’ infrastructure & service delivery experience
- Account management
- Excellent communication and collaboration skills
- High developed problem-solving skills
- High developed stakeholder management and ability to communicate within cross-functional teams
- Experience with data analysis/metrics for performance management and planning
- Ability to create monthly and quarterly business reviews - data compilation, deck preparation, message consistency and client collaboration
- Knowledge of ITIL based service management, ideally focusing on cloud-based infrastructure would be considered as advantage

**We offer**
- Flexible work environment
- Hybrid approach - work from home or office
- Learning & Development
- An opportunity to work with the latest tech stack within the growing world of biometric and identity
- Support in personal skills development through internal and external education
- Great Culture
- Organized Sport&Social Club and company events
- Supportive and friendly people
- International working environment

**Come join the team that is changing the way biometrics and identity authentication operate globally

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