Executive Director of Service Delivery

3 weeks ago

Perth, Western Australia Datacom Full time

About Datacom

Datacom is a leading supplier of Information Technology professional services in Australia and New Zealand, maintaining a dynamic and agile business culture that fosters collaboration and innovation.

Our people are the backbone of our success, and we take pride in creating an inclusive and welcoming work environment where everyone feels valued and supported. To achieve this, we offer various perks such as social events, chill-out spaces, remote working, flexible hours, and professional development courses to name a few.

We operate at the forefront of technology, empowering organisations to explore possibilities and solve their greatest challenges. This presents a wide range of exciting opportunities for growth and development.

About the Role

The Executive Director of Service Delivery plays a pivotal role in managing the quality and cost-effective service delivery to our customers. This position assumes responsibility for overseeing the technical/service delivery relationship with large, complex, or high-value customers.

This involves acting as the integration point between customers, Datacom teams, and key vendors to ensure solutions meet customer needs and challenges. You will participate in defining, designing, costing, and scheduling solutions, developing, reviewing, and finalising implementation plans, and achieving approval for medium opportunities.

You will provide guidance and advice to wider Datacom teams on areas of specialisation and liaise between customers and technical support, product development, sales, and field service to identify opportunities for support delivery improvements, cost reduction, and value addition to customers/clients.

In addition, you will ensure that Datacom's obligations under customer contracts are met, manage relationships between project delivery resources and Resolver Groups, monitor and report on corrective action planning provided by Delivery Teams to address non-conformance to SLAs, and manage and monitor budgets by tracking and approving expenditures, controlling costs, validating vendor expenses, anticipating and correcting forecasting errors.

Required Skills and Qualifications

  • Detailed Understanding of Service Delivery Methodologies: You should have a deep understanding of ITIL and Project Management disciplines.
  • Technical Concepts and Frameworks: You should have a sound understanding of technical concepts and frameworks.
  • Broad and Deep Understanding of Technical Infrastructure Projects: You should have a broad and deep understanding of technical infrastructure projects and related technology dependencies.
  • Financial Management Practices: You should have strong financial management practices with a clear understanding of the relationship between costs, utilisation, and project revenue.
  • Project Management Methodologies: You should have an understanding of project management methodologies.
  • Customer Management Experience: You should have 10+ years of customer management experience, with at least 3 years' experience in an IT environment, demonstrating experience in managing people and teams, financial management, including cost estimation and budget tracking and reporting, and 5+ years' experience in an equivalent Service Delivery Manager role.
  • Excellent Communication Skills: You should have excellent oral and written communication skills with a wide variety of stakeholders.
  • Project Management Skills: You should have excellent project management skills, and a proven record of successful staff management.
  • Judgment and Analytical Skills: You should be able to prevent erroneous decisions to avoid critical delays in schedules and/or unit operation that may jeopardise overall business activities, frequently interact with a variety of stakeholders and team members, normally involving matters between functional areas, other Datacom divisions, customers, and the company, exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results, establish and assure adherence to budgets, schedules, work plans, and performance requirements, network and develop productive relationships with customers, stakeholders, and suppliers, and work in large, collaborative teams to achieve organisational goals.

Benefits

We offer a range of benefits, including social events, chill-out spaces, remote working, flexible hours, and professional development courses to name a few. Our goal is to create an inclusive and welcoming work environment where everyone feels valued and supported.

Salary Range

$150,000 - $180,000 per annum (dependent on experience)

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