Senior Service Delivery Lead

1 week ago

Canberra, ACT, Australia beBeeService Full time $90,000 - $120,000
Job Overview

We are seeking an experienced Service Delivery Manager to lead our team in delivering exceptional service to clients. As a key member of our organization, you will oversee end-to-end service delivery, ensuring that all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded.

Your primary responsibility will be to coordinate with technical and operational teams to align services with client requirements. You will also drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and scalability.

Responsibilities
  • Oversee end-to-end service delivery to clients, ensuring SLAs and KPIs are met or exceeded.
  • Coordinate with technical and operational teams to align services with client requirements.
  • Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and scalability.
  • Act as the main escalation point for customers, ensuring timely resolution and proactive communication.
  • Collaborate with Technical Support teams and external vendors to provide operational guidance and strategic direction.
  • Identify and mitigate operational risks that may impact contractual obligations.
  • Lead customer communications, including regular service review meetings.
  • Build and maintain strong customer relationships through regular remote and in-person engagements.
  • Act as a trusted advisor, aligning service delivery with clients' business needs and objectives.
  • Tailor communication for various audiences to ensure clarity and alignment.
  • Manage incident escalations and remove roadblocks, applying ITIL principles and best practices.
  • Produce and present monthly service reports, including SLA performance, incident metrics, and root cause summaries.
  • Recommend service improvements and risk mitigation strategies based on service trends.
  • Ensure compliance with internal governance, security, and regulatory standards.
Qualifications and Skills
  • Demonstrated experience delivering services that meet or exceed SLAs and KPIs.
  • Proven ability to coordinate across technical, operational, and vendor teams.
  • Strong focus on continuous improvement and service optimisation.
  • Effective customer engagement and escalation management skills.
  • Experience in providing operational guidance and identifying service risks.
  • Skilled in leading service communications and review sessions with clients.
  • Strong relationship-building capabilities and ability to act as a trusted advisor.
  • Experience applying ITIL principles to manage and resolve incidents.
  • Proficiency in preparing service reports with actionable insights and recommendations.
  • Knowledge of governance, security, and regulatory compliance requirements.
Benefits
  • Hybrid working arrangements with team anchor days to support collaboration.
  • Extensive training and development opportunities that enable continual growth as part of your career planning.
  • Comprehensive discounts and benefits to maximise your money.
  • A choice of high-quality IT equipment to support your success and access to cost-effective tech for your personal needs.
  • Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

We celebrate diversity and inclusivity, enabling every voice to be heard as we drive to create a better world. Note: A valid Vulnerable People / Working with Children Check and Police Check are required.

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