Service Delivery Lead

2 months ago


Brisbane, Queensland, Australia Davidson Full time

Job Opportunity

Davidson is seeking a results-driven Service Delivery Lead to enhance the performance of their IT service desk within the utilities sector.

The Role

As the Service Delivery Lead, you will be responsible for designing and implementing business strategies to improve service delivery, focusing on call resolution times, customer satisfaction, and operational efficiencies.

Key Responsibilities

  • Lead and manage a team of six to drive performance improvements.
  • Conduct performance reviews, foster leadership and service management skills.
  • Implement metrics and data-driven strategies to exceed service level goals.
  • Improve customer satisfaction by optimizing service delivery processes.
  • Collaborate cross-functionally to elevate service desk standards and operational efficiency.
  • Manage vendor relationships, negotiate contracts, and ensure service quality.

Requirements

  • Proven ability to lead and implement data-driven strategies to exceed service level goals.
  • Strong people leadership skills with the ability to manage multiple reports, including improving individual performance.
  • Experience uplifting Service Desk capability within medium-large environments.
  • Commitment to enhancing customer service and operational excellence.
  • Demonstrated attention to detail and adherence to best practices in service management.
  • Excellent communication skills.

Benefits

  • Permanent role.
  • Competitive salary + super + 15% bonus (performance based).
  • Work in a highly engaging and collaborative team.

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