Senior Service Management Operations Specialist

5 days ago

Adelaide, South Australia beBeeServiceManagement Full time $150,000 - $180,000

Brennan believes technology delivery is as important as the technology itself. They focus on creating value for customers with tailored solutions and a way of working engineered to deliver better results.

Why work with Brennan

Brennan values their people and provides a workplace where everyone is welcomed and empowered. They offer competitive remuneration, benefits, training, and opportunities for growth.

The Role: Reporting to a team lead, you will be responsible for managing client relationships, delivering service assurance, consulting, and identifying growth opportunities. You will work jointly with account managers/business development managers to uncover new or product upgrades.

Your Responsibilities Include:

  • Preparing and presenting client operational reporting at monthly meetings
  • Client SLAs and reporting (including driving enhancements)
  • Scope and change management
  • Major incident management
  • Driving future technology roadmaps for clients
  • Recognised as a subject matter expert in service management operations
  • Continuously improving operations and client engagement
  • Customer satisfaction (measured by NPS)
  • Assisting in the development of ITIL aligned service processes
  • Continual service improvement plans (CSIP) for client patch
  • Relationships with service desks and key resolver functions
  • Relationships with account management and key commercial functions

You will need:

  • A minimum of three years' work experience in a senior service management or customer role
  • ITIL service management accreditation
  • A strong working knowledge of ITSM service delivery concepts
  • Demonstrated ability to position and present at a C-suite level
  • Demonstrated ability to lead and collaborate with a multi-disciplined team
  • Demonstrated skills in negotiation, organisation, and time management
  • Ability to work within a team and achieve results through others
  • Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for clients
  • Ability to manage and implement change - change agent and ambassador

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