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Integration Works Senior Service Delivery Manager

1 month ago

Brisbane, Queensland, Australia Integration Works Full time

At Integration Works, we are seeking a highly skilled Senior Service Delivery Manager to lead our client engagements and ensure exceptional service delivery. This key role is responsible for owning the project delivery processes, setting standards for delivery, and liaising with internal stakeholders while building and maintaining valuable business relationships externally with clients.

Job Overview:

  • Client Relationship Management: Manage client relationships to understand current requirements and anticipate future needs
  • Service Delivery Process: Own the service delivery process, ensuring efficiency, cost-effectiveness, and quality
  • Reporting: Frequently report to leadership on current activities, anticipated periods of growth, and process improvement
  • Issue Resolution: Monitor client engagements for customer satisfaction, eliminate bottlenecks, and provide issue resolution

Responsibilities:

  • Actively participate in sales activities, pre-sales activities, and delivery remediation activities
  • Manage vendor relationships and identify potential partners that can benefit Integration Works
  • Draft Statements of Work and license transactions
  • Undertake tender and pre-tender activities

Requirements:

  • A strong orientation towards ensuring client satisfaction and service delivery
  • Reliable and able to produce high-quality work
  • An understanding of ITIL-based activities, operations, and performance management (ITIL foundation certification is desirable)
  • Working knowledge of Confluence/Jira or similar knowledge management platforms
  • Experience with complex business solutions, networks, and data center environments (on-prem & cloud)
  • Ability to generate strategic reporting from tactical and technical information
  • Prior experience in designing and documenting processes is highly desirable
  • Excellent verbal and written communication skills and the ability to engage across all levels in the business
  • Ability to effectively manage work processes and proactively manage situations to achieve desired outcomes
  • To work under pressure and think clearly in challenging situations in a logical manner
  • Demonstrated proficiency in preparing client/service documentation
  • Proficiency in Microsoft Word, Excel, and Outlook computer skills

Salary Range: $80,000 - $110,000 per annum, depending on experience and qualifications.