Director of Service Operations

2 days ago

Canberra, ACT, Australia beBeeService Full time $70,000 - $120,000
Service Delivery Director

We are seeking a seasoned professional to oversee the delivery of services to clients, ensuring that service level agreements and key performance indicators are met or exceeded.

Responsibilities:

  1. Coordinate with technical and operational teams to align services with client requirements.
  2. Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and scalability.
  3. Act as the main escalation point for customers, ensuring timely resolution and proactive communication.
  4. Collaborate with Technical Support teams and external vendors to provide operational guidance and strategic direction.
  5. Identify and mitigate operational risks that may impact contractual obligations.
  6. Lead customer communications, including regular service review meetings.
  7. Build and maintain strong customer relationships through regular remote and in-person engagements.
  8. Act as a trusted advisor, aligning service delivery with clients' business needs and objectives.
  9. Tailor communication for various audiences to ensure clarity and alignment.
  10. Manage incident escalations and remove roadblocks, applying ITIL principles and best practices.
  11. Produce and present monthly service reports, including SLA performance, incident metrics, and root cause summaries.
  12. Recommend service improvements and risk mitigation strategies based on service trends.

Qualifications:

  • Proven experience delivering services that meet or exceed SLAs and KPIs.
  • Strong ability to coordinate across technical, operational, and vendor teams.
  • 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.

What We Offer:

  • Flexible work arrangements, including hybrid working options.
  • Comprehensive training and development opportunities to support career growth.
  • Competitive salary and benefits package.
  • Opportunities for career advancement and professional development.

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