Operational Excellence Manager

1 week ago

Brisbane, Queensland, Australia beBeeService Full time $100,000 - $150,000
Job Description

The role of Service Delivery Manager plays a pivotal part in maintaining key relationships across various technology and business groups.

This position will be instrumental in overseeing all corresponding processes and governance executed by the service delivery team, ensuring operational responsibilities for Incident Management, Problem Management, and providing functional leadership support to offshore Global Services Team on improving their service stability and performance.

  • Oversight and Senior Escalation for Major Incident Management, ensuring effective delivery of processes and controls to minimize disruption to customers.
  • Take ownership of incidents & problems to ensure coordination of resolving parties, effective communication to stakeholders & customers, participate in post-incident reviews as appropriate.
  • Monitor, control, and support service delivery; ensuring personnel, systems, methodologies, and procedures are in place and followed accordingly.
  • Work with engineering teams to resolve incidents and ensure quality standards for online services.
  • Ensure ticket lifecycle across incident & problem is efficient and the quality remains high to meet KPI targets.
  • Make recommendations for improvement plans and ensure actions are followed through to completion in a timely manner.
  • Monitor, evaluate, and escalate if customer services are not meeting customer's expectations, including overall performance of services and Service Level Agreement (SLA) achievement.
  • Proactively interact with customer service management teams with respect to potential SLA breaches.
  • Assist in the escalation of incidents and coordination of personnel in incident rectification, mitigation, and resolution efforts.
  • Create monthly service reports that ensure accuracy of information, identify potential issues, and proposed resolutions thereof.
Required Skills and Qualifications

This role requires good understanding of digital solutions and strong awareness of industry trends.

Additionally, a strong level of resilience and good problem-solving techniques when dealing with challenging client operational issues are necessary.

Excellent stakeholder management skills, collaboration, and communication are also essential.

Benefits

This organization offers truly diverse, inclusive, and collaborative environment.

Flexible and hybrid work policies are available.

Employee incentive programs include cash and shares.

Purchased leave is provided, along with unlimited LinkedIn Learning access, training, and more.

What We Offer

This is a great opportunity to join a knowledgeable, friendly, and supportive team.

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