Service Delivery Excellence Specialist

7 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $120,000 - $140,000

About the Role:

The Service Delivery Manager will oversee and ensure seamless delivery and network management of services within customer requirements. This role is responsible for ensuring compliance with approved processes, establishing new processes to provide consistently high levels of customer service, operational excellence, and governance in a cost-effective manner.

  • Lead the service delivery team within the customer environment, managing conflict, and ensuring the teams' processes and tasks are carried out efficiently and effectively.
  • Participate/Identify potential opportunities for incremental revenue growth within the customer account.
  • Determine ways to reduce costs without compromising customer satisfaction.
  • Assess customer feedback and use creativity to establish, improve, and refine services.
  • Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
  • Compliance with related customer reporting, systems, data quality, and documentation requirements.
  • Ensure monthly reporting obligations on all critical deliverables are fulfilled in line with client and management requirements.
  • Manage and provide lead on all major Incidents and emergency changes.
  • Acting as a customer advocate within Vocus and leading customer service improvement initiatives (CSI) where possible.

About Success in this Role:

This role requires a high degree of passion and drive for continual service improvement to drive efficient outcomes for customers and our business. You will also bring:

  • Tertiary qualifications in Business, IT/Technology, or related discipline.
  • Previous experience in a similar role and working in the Telecommunications and Government space.
  • Experience in Salesforce and Business Intelligence platforms.
  • Ability to influence and negotiate with multiple stakeholders within a multi-vendor customer environment.
  • Ability to be adaptable and agile in the changing Technology landscape.
  • ITIL certified or demonstrated knowledge and experience in working in an ITIL environment.
  • Understanding of ITIL framework and its implementation is critical to this role.
  • Exposure to working with Government Departments is highly desirable but not essential.
  • Willingness to go through Baseline, NV1, NV2, or PV AGVSA or any customer specific clearance as required in the customer environment.

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