Service Delivery Manager

1 week ago

Perth, Western Australia Atos SE Full time
Job Title: Service Delivery Manager

At Atos, we are seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for ensuring the effective delivery of Managed IT services to key enterprise customers.

Key Responsibilities:
  • Ensure the delivery of contracted services to agreed service levels.
  • Develop, implement, and maintain service delivery processes and procedures.
  • Ensure compliance to ITSM best practices.
  • Manage service delivery staffing availability and time management.
  • Monitor service performance and produce regular reports on services, service metrics, and KPIs.
  • Manage service escalations and ensure timely resolution of issues.
  • Provide leadership and guidance to the delivery team(s).
  • Foster a collaborative and high-performance culture within the team.
Customer Relationship Management:
  • Act as the primary liaison between the customer and Atos.
  • Conduct regular service review meetings with key stakeholders.
  • Handle customer complaints and feedback effectively.
  • Ensure high customer satisfaction through successful service delivery and SLA achievement.
Project Management:
  • Assist Account management to scope and price new projects.
  • Oversee execution of agreed projects, ensuring they are delivered on time, within scope, and within budget.
Requirements:
  • Long standing technical experience in Managed Services and IT outsourcing industry.
  • IT technical background with understanding of complex technical solutions.
  • Knowledge of ICT technologies, ITIL processes, ITSM tools, practices, and service delivery.
  • Excellent documentation skills and attention to detail.
  • Excellent written and verbal communication skills.
  • Client management skills.

At Atos, we value diversity and inclusion and are committed to creating a workplace that is free from discrimination and harassment. We are an equal opportunities employer and welcome applications from all qualified candidates.

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