Service Delivery Manager

2 weeks ago

North Sydney, Australia Soprano Design Full time

**We want you**

We are currently seeking a Service Delivery Manager to join our global organisation. You will be responsible for all things service management related including incident, problem, change management and service level agreements. You will also identify and lead continual service improvement opportunities and have a proven ability to deliver services that exceed and deliver customer delight as well as playing a key role in ensuring the highest quality level of operational service delivery.

**What will you be responsible for?**
- Accountable for maintenance of agreed service level agreements (SLA’s).
- Responsible for the development and implementation of action plans to address deficiencies in the support process.
- Act as the primary service escalation contact for the customer ensuring that such issues are owned and resolved to the customer’s satisfaction. This will require coverage out of business hours.
- Prepare incident reports (IR) and root cause analysis (RCA) reports as well as liaise with customers by ensuring any identified and agreed corrective actions are implemented by the agreed due dates.
- Review aged tickets and ensure measures are in place to address and meet defined KPI’s.
- Act as the trusted advisor to the customers/partners at all times, driving any raised issues or requests to closure and thereby ensure the highest level of customer satisfaction.
- Proactively follow up with internal teams to address service delivery or support matters that are not meeting customer’s expectations.
- Service Governance and Reporting including conducting regular service review meetings with key customers/partners.
- Support in delivering projects (internal or external) as directed by your manager.
- Lead and mentor the ANZ customer services team

**What does it take?**
- Minimum of five years of previous experience in a customer-focused IT Service Delivery role
- Minimum of two years of previous experience in effectively managing a small team
- B2B/Enterprise Servicing/SAAS experience is highly preferred
- Demonstrated experience with delivering services to enterprise customers
- In-depth knowledge of service management practices & ITIL
- A confident communicator that can demonstrate close attention to detail that delivers outcomes to customers and business
- Clearly demonstrates capacity and capability to lead and manage the team to achieve the agreed targets
- Self-motivated - personal drive and enthusiasm to continually improve and provide the best in all situations and able to readily embrace change.
- Adaptability in an ever-changing and fast-moving environment
- The ability to work under pressure while retaining focus on key priorities and objectives
- Bachelor degree, or similar, technical learning skills accumulated from the workplace

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