Service Delivery Manager

1 week ago

Gold Coast, Queensland, Australia beBeeLeadership Full time $87,654 - $123,456

About Our Opportunity

  • Coordinate our IT Technicians and IT Service Co-Ordinator, ensuring efficient operation of the Service Desk team.
  • Provide guidance to and act as a point of escalation for the team, driving the best customer service.
  • Mentor, coach and develop your geographically spread team of 9 is paramount.

You will also review current processes, embed new and improved processes and partner with our vendors and global counterparts.

  • Ensure the processes of the service desk operation are achieving service level expectations by implementing standardised processes and procedures to manage BAU related activities.
  • Take responsibility for delivering high-quality customer-focused service to users. Recruit & develop a collaborative and engaged high performing team.
  • Review processes and procedures, identifying gaps and developing process measures to achieve customer service objectives in line with SLA's.
  • With a focus on continuous improvement, ensure that the service desk process meets business requirements now and into the future.

About You

We're looking to leverage your comprehensive experience in people management and your natural tech-savviness.

Balancing competing priorities and demands in a high functioning environment comes naturally to you, while your experience in managing and growing the capability of a customer service team whilst maintaining high levels of employee engagement will also help ensure your success.

You need to have an open and transparent communication style, the ability to gain trust and inspire a diverse workforce and the ability to connect and work well with all stakeholder groups.

  • Proven results performing against tight SLA's and escalation priorities with customers.
  • Experience with Service Now or similar IT ticketing systems.
  • Good understanding of the ITIL framework.
  • The ability to mentor, grow and nurture the capability of your team.
  • Proven ability to manage and juggle competing priorities.
  • Experience in driving standardised processes and streamlining operational processes.

About the Benefits

A generous remuneration package including flexible working days.

Career progression opportunities within a global organisation.

Exposure to a global organisation structure.

Generous discounts on products.

Ability to schedule leave every Christmas.

Additional paid day's leave on your birthday.

Access to an Employee Assistance Provider.

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