Service Delivery Lead

7 days ago

Sydney, New South Wales, Australia beBeeServicedesk Full time $90,000 - $123,000

Job Summary

We are seeking an experienced Service Desk Manager to lead our high-performing team in Adelaide or Auckland.

Key Responsibilities:
  • Lead and manage a team of service desk representatives handling multi-channel customer interactions.
  • Develop and implement operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards.
  • Manage financial performance, including budgeting, forecasting, and cost control.
  • Drive resource and capacity planning to meet evolving business needs.
  • Ensure seamless communication and collaboration with clients, account executives, and service delivery managers.
  • Lead performance management, career development, and succession planning for team members.
  • Monitor and report on key performance metrics and implement service improvements.
  • Ensure compliance with regional quality management systems.
Accountabilities:
  • Financial: Budget management, forecasting accuracy, productivity improvements.
  • People: Staff retention, succession planning, performance feedback, employee engagement.
  • Customer: SLA adherence, client satisfaction, innovation in service delivery.
Requirements:
  • 5–10 years' experience in service desk or call centre management.
  • Proven ability to manage operational plans, budgets, and service delivery teams.
  • Strong understanding of global and local service desk industry trends.
  • Experience in managing client relationships and delivering continuous improvement initiatives.

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