Senior Service Delivery Manager

2 weeks ago

Melbourne, Victoria, Australia Flexhive Full time
Job Title: Senior Service Delivery Manager - Platform Excellence Leader

We are seeking a highly skilled and experienced Service Delivery Manager to lead the implementation and ongoing management of our Retail POS platform. This is an exciting opportunity to take ownership of a key service, managing a remote and on-site team to ensure exceptional service delivery and continuous improvement.

Key Responsibilities:
  • Service Setup & Launch (Initial Phase):
    • Create and implement a comprehensive service delivery model, identifying gaps, setting strategic priorities, and ensuring alignment with needs and business objectives.
    • Serve as the primary point of contact for internal and external partners, fostering strong communication and ensuring all expectations are clearly defined and managed during the setup phase.
    • Lead the development of operational readiness plans and guide the transition to steady-state service management, ensuring processes are in place for effective ongoing support.
  • Ongoing Service Oversight & Enhancement (Operational Phase):
    • Oversee the daily operations, including system support, performance monitoring, and handling updates or enhancements to the platform.
    • Continuously evaluate service metrics and identify areas for improvement to ensure alignment with customer expectations and SLA requirements.
    • Provide functional leadership to the internal teams responsible for maintaining and updating the software, ensuring optimal performance and addressing issues promptly.
    • Cross-team Collaboration: Work with teams located across multiple regions, adapting to time zone differences to coordinate efforts effectively.
    • Manage budgets and track expenses, ensuring cost efficiency and alignment with customer agreements and internal objectives.
    • Quality Control: Lead efforts to ensure high standards are met by regularly reviewing KPIs, managing risks, and implementing corrective actions when necessary.
Requirements:
  • Extensive experience in Service Delivery Management, particularly within retail POS systems.
  • Solid background in designing and executing service delivery models, with expertise in Agile methodologies.
  • Strong technical knowledge of IT infrastructure, cloud services, and POS system operations.
  • Proven track record with service management methodologies such as ITIL, PMP, and Agile.
  • Exceptional problem-solving and decision-making capabilities.
  • Strong communication skills, with the ability to manage diverse stakeholders and align team objectives with customer goals.
  • Comfortable working with cross-functional teams in different time zones.
Benefits and Salary:

The successful candidate will be offered a competitive salary of $120,000 - $150,000 per annum, depending on experience, along with additional benefits, including flexible work arrangements, professional development opportunities, and a comprehensive rewards program.

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