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Service Delivery Manager

2 months ago

Perth, Western Australia Atos SE Full time
Job Description

Atos SE is seeking a highly skilled Service Delivery Manager to join our team in Perth, Australia.

The successful candidate will be responsible for ensuring the effective delivery of Managed IT services to key enterprise customers. This will involve managing delivery of contracted services through Atos operations teams and external contractors/vendors, developing and implementing service delivery processes, and ensuring that services meet business needs and service level agreements (SLAs).

Key Responsibilities:
  • Ensure the delivery of contracted services to agreed service levels.
  • Develop, implement, and maintain service delivery processes and procedures.
  • Ensure compliance to ITSM best practices.
  • Ensure service delivery staffing availability and time management.
  • Monitor service performance and produce regular reports on services, service metrics and KPIs.
  • Manage service escalations and ensure timely resolution of issues.
  • Manage communication around issues and opportunities.
  • Provide leadership and guidance to the delivery team(s).
  • Foster a collaborative and high-performance culture within the team.
  • Ensure operations teams are aware of deliverables, SLA and KPI metrics, processes, and customer expectations.
Customer Relationship Management:
  • Act as the primary liaison between the customer and Atos.
  • Conduct regular service review meetings with key stakeholders.
  • Handle customer complaints and feedback.
  • Ensure a high level of customer satisfaction through successful service delivery and SLA achievement.
  • Identify opportunities for improving service delivery processes.
  • Drive initiatives for process optimization, automation, and enhanced service quality.
Project Management:
  • Assist Account management to scope and price new projects.
  • Oversee execution of agreed projects.
  • Manage relationships and agreements with third-party service providers.
  • Monitor vendor performance and address any issues that arise.
Finance Management:
  • Ensure Atos finance team has accurate service metrics and consumption information.
  • Ensure costs are accurately recorded and directly associated with service delivery outcomes.
Workplace Health and Safety:
  • Take all reasonably practicable steps to care for own health and safety.
  • Ensure the workplace is without risks to health and safety.

The ideal candidate will have a strong background in IT service management, with experience in managing delivery of contracted services and developing service delivery processes. They will also have excellent communication and leadership skills, with the ability to foster a collaborative and high-performance culture within the team.

Atos SE is an equal opportunities employer and welcomes applications from diverse candidates. We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.

Please note that this position is primarily based onsite in Perth, and shortlisted candidates will be required to meet the criteria below and have existing permanent work rights for Australia.