Service Excellence Manager

1 week ago

Canberra, ACT, Australia beBeeServiceManagement Full time $116,979 - $147,419

Unlocking Better Outcomes Through Service Excellence

Our organization is a leading provider of high-performance solutions that drive business success.

We strive to enhance people's lives through secure, reliable technology.

Our associates play a crucial role in delivering exceptional client experiences while contributing to community development and creating a safer, more secure world.

Discover Our Solutions:

  • Unisys
  • Stealth
  • CloudForte
  • InteliServe

Achieving Success in this Role:

  1. Oversee ITIL-based service support and technical account management on a 24/7 basis.
  2. Manage service delivery processes, including incident management, Major Incident Management, problem management, request management, change management, and service level management.

Responsibilities include:

  1. Providing a point of contact for process-related questions or issues and facilitating process-related meetings.
  2. Ensuring contractual service support requirements are understood and managed.
  3. Ensuring effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel, and customers.
  4. Collaborating with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
  5. Presenting operational and service level reports and explaining service level support available to internal or external customers.
  6. Facilitating Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc.
  7. Compiling, analyzing, and reporting statistical data and trends relating to service level compliance and operational effectiveness.
  8. Providing training and mentoring for functional teams to ensure that process guidelines are understood and followed.
  9. Reviewing incident, problem, change, and request aging and working with resolver group members to ensure compliance with process guidelines.
  10. Conducting workshops as required to identify, assess, and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLAs and how they contribute to client service expectations.
  11. Reviewing trend analysis to conduct Proactive Problem Management and eliminate recurring issues.
  12. Working closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately.

For Success in this Role, You Should Have:

  • Bachelor's Degree and a minimum of 2 years of relevant experience with IT service management, service delivery operations, incident management, or change management.
  • Australian Citizenship and an active NV1 clearance.
  • Basic understanding of ITIL V3 processes and principles.
  • IT services background in federal/government/public sector (advantageous).
  • ITIL framework knowledge (key). ITIL certification (good to have).
  • BMC Remedy environment exposure/experience (good to have).
  • Strong verbal and written communication skills.
  • Strong stakeholder management skills.
  • Solid ability to create and document processes.

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