Service Delivery Manager

3 weeks ago

Brisbane, Australia ARQ Group Full time

Arq Group changes the way businesses do business. From award winning mobile apps, cloud and analytical insights, to design thinking and digital marketing. We define, design and create products and solutions that solve problems, big and small. Arq Group are Australia’s leading experts in Digital Solutions.
- We create technology. We partner with our clients to solve problems others can't. We do this by hiring the best people out there

Our
** Brisbane** team is looking for a talented
**Service Delivery Manage**r to join our growing Brisbane team.

As a
**Service Delivery Manager **at Arq you will be the primary delivery contact for all operational activities with a key focus is delivering on contractual obligations/SLAs and onsite staff management. You will provide overall accountability for client satisfaction/engagement and be adept at handling escalations in complex enterprise projects.

**What you will get to do**:

- Act as the customer advocate, helping to translate customer need into customer success plans.
- Understand customer purpose and success.
- Understand and oversee customer SLAs and Arq Group’s customer obligations under contract.
- Articulate the relevance and value of Arq Group’s services and their contribution to customer success.
- Service delivery co-ordination.
- Oversee managed service portfolios for customers.
- Develop and maintain customer success milestone plans and desired outcome roadmaps.
- Work with the Governance & Reporting team to prepare and present customer success analysis and reports.
- Conduct operations meetings with customers and relevant stakeholders, focussing on performance and customer success.
- Work with customer operations teams to monitor and manage service governance and risk.
- Help manage and prioritise customer demand.
- Help identify, discuss, and present service improvements that maximise value and grow customer success.

**We want you on board if you have**:

- Proven business acumen, including experience in understanding and articulating customer success/outcomes.
- Managing customer expectations and identifying growth opportunities.
- Experience in ITIL-based activities, operations, and performance management.
- Demonstrable experience working within operational environments responsible for critical business services.
- Experience with complex business solutions, networks, and data centre environments (on-premises & cloud).
- Domain expertise in one or more online retail, education, entertainment, emergency services, essential services, community services, finance, government, legal, logistics, health, mining, and insurance-related industries.
- Data-driven, detail-oriented service excellence, delivery, and customer satisfaction, and problem-solving mindset.
- Excellent interpersonal and communication skills.
- Strong customer-facing skills.
- Activity planning, co-ordination, and stakeholder management skills.
- Data analysis and reporting skills, and an ability to identify service improvement opportunities.

Arq Group is the dynamic space for smart thinkers. We create unforgettable experiences, solve complex challenges, and provide seamless, end-to-end solutions for businesses, big and small. from design thinking to customer solutions, leading mobile, cloud and analytical insights, digital marketing, to web design. We are Australia’s leading digital partner, powering the growth of businesses, big and small.

At Arq you’ll find a true work-life balance. You’ll be part of a sincere team that’s all about diversity, equity, teamwork and mutual support. Sound like the place for you? Then tell us why you’re the one for us.

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