Senior Client Solutions Manager

As a Service Delivery Manager, you will play a crucial role in the successful engagement and delivery of Managed Services contract commitments. Your primary responsibility will be to ensure that these services are delivered within time, budget, and performance objectives for one or more clients.

• Understand the Managed Services contract in place and ensure this is being delivered to the client, SLAs are met and client expectations are aligned.
• Build relationships with internal teams, customer stakeholders, and technology partners to ensure contracted services are planned, scheduled, and delivered.
• Develop and deliver customer reports as per contractual agreements.
• Manage formal communications in line with a Communications Plan that includes various different Service Delivery meetings with relevant stakeholders.
• Ensure all client data under the remit of the contract is always protected, escalating immediately if this is not in place.
• Implement change control processes for all activities across the contracts you oversee.
• Track all assets under the service, either in a CMDB or other acceptable means, and document the environment current state, risks, and improvements.
• Establish a channel of communications to the wider teams to ensure services over and above the base contract(s) are understood, tracked, and added to monthly reports.
• Ensure any consumption-based services, monthly fees, and commercials comply with the contract and periodic invoicing is carried out in a timely manner.
• Maintain a continuous improvement register with actions and owners across the client and our internal teams.
• Develop and maintain a service catalogue for allocated Managed Service contracts.
• Demonstrate continuous service improvement resulting in cost effectiveness, efficiency gains, and value.
• Ensure and monitor that processes are in place to proactively protect consistent service quality.
• Champion team working and knowledge sharing throughout all Managed Service contracts.
• Play an active role in new business opportunities, including the delivery of additional services and projects.
• Establish and maintain a regular Service Level review process for allocated Managed Service contracts.
• Manage the ongoing development, administration, and maintenance of the Managed Service Framework in line with Quality Management Systems and ITIL standards.

Working Conditions

• Based in Perth, WA.
• Permanent full-time position.

To succeed in this role, you will require:

• Excellent communication, negotiation, and business relationship building skills.
• The ability to take strong ownership of your role and work autonomously.
• Experience working in a fast-paced environment, with the ability to adapt to frequent change and work a flexible schedule.
• Ability to work under pressure and with multiple priorities.
• Ability to prioritise, organise, and manage multiple tasks extremely well.
• Ability to foster collaboration across teams and individuals.
• Ability to communicate up and down the management chain, providing the appropriate level of detail and focus on the right information.
• Ability to coach and mentor employees.
• Practical experience in the delivery and execution of Managed Service Contracts.
• Experience with governance processes and the ITIL Service Delivery Management framework.
• Excellent planning, reporting, and documentation skills.

This is an exciting opportunity to join a dynamic organisation that offers a range of benefits, including:

• A supportive and welcoming culture.
• Opportunities for career growth and professional development.
• An Employee Assistance Program for mental health support.
• Support for family and caring responsibilities, including paid parental leave.
• An Employee Referral Program with monetary incentives offered.

At [Company], we are passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and inclusion. We welcome applications from all individuals regardless of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.