Service Delivery Manager
4 weeks ago
ETE Group is seeking a seasoned Service Delivery Manager to join their team. As a key member of the organization, you will be responsible for delivering exceptional service to clients across the ANZ region.
Key Responsibilities:- Accountable for service delivery outcomes and customer satisfaction across a prestigious client base.
- Meet regularly with clients to review the status of products and services, including active and completed projects, changes, problems, and critical incidents.
- Prepare and present client operational and service reports.
- Strategically liaise with clients around their issues register/roadmap.
- Act as the primary point of contact for clients for non-BAU matters or escalations.
- Oversee client communication during critical incidents, problems, changes, and projects.
- Review client feedback, team input, and performance data to implement changes to improve service quality and efficiency.
- Minimum 3 years' experience as a Service Delivery Manager/Customer Success Manager, including with customers that have a high volume of seats.
- Strong knowledge and experience of ITSM processes, including driving service initiatives.
- Demonstrated experience in project management, service delivery, client management, and leadership.
- Exceptional stakeholder management skills, including an ability to build support for improvement initiatives.
- Strong negotiation skills.
- A thorough conceptual understanding of the products and services provided and managed for clients, including Dynamics 365 F&O.
- Ability to investigate and find solutions to process, technical, or business issues.
- Previous experience working for an MSP, Professional Services Company, Software Consultancy, or similar business is a significant advantage.
Apply in confidence to daniel@etegroup.com.au or hit the APPLY tab.
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