Service Excellence Leader

2 weeks ago

Canberra, ACT, Australia beBeeService Full time $102,000 - $145,234
Job Summary

We are seeking a seasoned Service Delivery Manager to oversee the end-to-end delivery of services to clients. This individual will ensure that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.

This is an exciting opportunity for a motivated professional who can drive continuous improvement initiatives, collaborate with technical and operational teams, and build strong customer relationships.

Key Responsibilities:
  • Oversee end-to-end service delivery to clients
  • Coordinate with technical and operational teams
  • Drive continuous improvement initiatives
  • Act as main escalation point for customers
  • Collaborate with Technical Support teams and external vendors
  • Identify and mitigate operational risks
  • Lead customer communications
  • Build and maintain strong customer relationships
  • Act as trusted advisor
  • Tailor communication for various audiences
  • Manage incident escalations
  • Produce and present monthly service reports
Required Skills and Qualifications:
  • 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 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
About Us:

We are a community that goes beyond expectations.

What We Offer:
  • A dynamic work environment
  • Ongoing training and development opportunities
  • A competitive salary package
  • A chance to make a real difference in people's lives

An active NV1 security clearance is required to be eligible for this role.

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