Service Delivery Leader

2 days ago

Adelaide, South Australia beBeeManagement Full time $39,000 - $45,000
Service Desk Manager Position

This is a pivotal leadership role in our organization, responsible for overseeing the daily operations of our Service Desk. The successful candidate will be instrumental in driving exceptional service delivery, operational efficiency, and continuous improvement.

Key Responsibilities
  • Lead a team of Service Desk representatives handling multi-channel customer interactions.
  • Develop and implement operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards.
  • Manage financial performance including budgeting, forecasting, and cost control.
  • Drive resource and capacity planning to meet evolving business needs.
  • Ensure seamless communication and collaboration with clients, account executives, and service delivery managers.
  • Lead performance management, career development, and succession planning for team members.
  • Monitor and report on key performance metrics and implement service improvements.
AccountabilitiesFinancial
  • Budget management
  • Forecasting accuracy
  • Productivity improvements
People
  • Staff retention
  • Succession planning
  • Performance feedback
  • Employee engagement
Customer
  • SLA adherence
  • Client satisfaction
  • Innovation in service delivery
RequirementsExperience & Qualifications
  • 5-10 years' experience in Service Desk or Call Centre management.
  • Proven ability to manage operational plans, budgets, and service delivery teams.
  • Strong understanding of global and local Service Desk industry trends.
  • Experience in managing client relationships and delivering continuous improvement initiatives.
Core Competencies
  • Strong analytical, financial, and strategic planning skills.
  • Excellent communication, negotiation, and relationship-building abilities.
  • High level of commercial acumen and results orientation.
  • Demonstrated leadership in managing diverse teams and driving performance.
  • Ability to work independently and collaboratively in a fast-paced environment.
Why Join Our Organization?

We value innovation, collaboration, and excellence. You'll be part of a global team that values integrity, diversity, and continuous learning.

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