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Service Delivery Manager

2 months ago

Perth, Western Australia Atos SE Full time
Job Description

Job Title: Service Delivery Manager

Job Summary:

We are seeking an experienced Service Delivery Manager to join our team at Atos SE. The successful candidate will be responsible for ensuring the effective delivery of Managed IT services to key enterprise customers.

Key Responsibilities:

  • Service Management: 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.

Desired Knowledge and Skills:

  • Long standing technical experience.
  • Relevant work experience within Managed Services and IT outsourcing industry.
  • IT technical background and understanding of complex technical solutions.
  • Knowledge and experience in ICT technologies, platforms, and solutions.
  • Ability to deliver technical presentations competently.
  • Commercial awareness and ability to identify & communicate commercial opportunities.
  • Excellent documentation skills and attention to detail.
  • Excellent written and verbal communication skills.
  • Good relationship builder with strong diplomacy skills.
  • Client management.
  • Proactive and able to work under pressure.
  • Problem-solving skills.
  • Planning and organization skills.

Education-Certifications:

  • Bachelor's Degree in Communications Engineering, Computer Science, Information System or related discipline.
  • ITIL foundation certified, CITP or other professional body qualification.