Service Delivery Manager

6 months ago

Canberra, Australia Datacom Full time

Our Why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (Your Why)
As Service Delivery Manager you'll be responsible for ensuring customer satisfaction is high by providing quality services delivered to customers in accordance with contracts. You'll provide a single point of contact for customers in relation to the provision of contracted services and are responsible for aligning the customers’ requirements and expectations with Datacom’s service levels.
You'll be accountable for governance across all areas of a service(s) including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. You will be guided by the Senior Service Delivery Manager on daily tasks and governance activities. This role also holds Datacom to account for quality and customer experience.
To be eligible for this role, due to customer requirements, you must be an Australian Citizen and be able to obtain an AGSVA Baseline clearance.
Our offices are based in Adelaide, Brisbane, Canberra, Melbourne, Perth and Sydney. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. There may be a need to work on site depending on customer location.

What You’ll Do
- Detailed understanding of service management methodologies, processes and industry standards including the ITIL framework
- A curiosity for understanding of customers’ business strategy and alignment to service value
- Sound understanding of technical concepts and frameworks
- Broad and deep understanding of technical infrastructure projects and related technology dependencies
- Demonstrated experience of contract, commercial and financial concepts

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders' changing requirements and this can mean we evolve in our roles to meet those needs.

What You’ll Bring
- A passion for delivering great service to customers
- Excellent customer relationship building and management skills with strong influencing and persuasive ability
- Manage towards positive solutions by having an ability to bring people and teams together to find outcomes-based solutions
- Proven negotiating and commercial contract skills with the aptitude to ensure win/win situations for all parties through strong business acumen
- Pragmatic approach to problem solving with the ability to work on complex issues through analysis of situations, variables, or data
- Establishes and assures adherence to budgets, schedules, work plans, and performance requirements
- Ability to network and develop productive relationships with customers, stakeholders, and suppliers. Ability to work in large, collaborative teams to achieve organisational goals
- Strong consultative and planning skills. Ability to escalate with a solution focus
- Strong financial management skills
- Natural leadership with the ability to frequently interact with a variety of stakeholders and team members
- Minimum 5 years’ experience in a Service Delivery Manager role managing contracts for the delivery of IT services with a history of high customer satisfaction, contract conformance and delivering business value.

Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

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