Service Delivery Excellence Manager

APM is a fast-growing international organization that provides human services with over two decades of experience in the industry. The IT team consists of more than 100 staff members in the APAC region and over 200 globally, assisting the company to make a difference in the community by delivering quality outputs to support frontline staff in enabling better lives.

The Role

This permanent full-time position will act as the single point of contact and accountability for the seamless delivery of effective operational services and capabilities to staff and clients' business units. Ensuring Digital & Technology (D&T) is seen by the user community as an enabler of business growth and effectiveness.

**Key Responsibilities:**

• Act as principal contact and owner for operational and tactical issues regarding the delivery of all D&T services and capabilities to staff and their respective business units.
• Review all business cases in conjunction with respective Business Partners (BPs), and SMEs prior to presentation to approval forums for their respective area of responsibility.
• Responsible for escalation of and liaison of incidents or concerns with BPs, Business Owners, Vendor Managers, and D&T Management as required.
• Manage staff expectations by developing performance metrics and reporting, escalation management, and communication plan.
• Support IT Business Performance in vendor performance against contracts as well as building partnering relationships where appropriate.
• Act as escalation point for Service Delivery 24*7*365 on-call support model (Ability to undertake on-call duties on a rotational basis).

**Requirements:

• 5+ years' experience in Service Delivery / Project Management in a mature, complex, and geographically spread organization.
• Demonstrated experience in administering and managing vendors and in-house D&T services, including service level agreements and terms and conditions, to meet strategic and business needs utilizing matrix and leveraged technical and delivery teams within an enterprise scale and cloud-based environment in accordance with the ITIL framework.
• Relevant qualifications or relevant fields of experience such as ITIL Certification / Practitioner.
• Strong planning, budget, communication, and organizational skills.
• Strong negotiation and relationship-building skills.

**What's in it for you?**

You'll be involved in strategic M&A, organic growth, and due diligence. You'll also have lots of opportunity to chart your own career growth and move through the business. By working with a growing global organization, you'll truly enable better lives by enabling frontline health professionals' access to the best technology solutions to improve services within the community.

We offer flexible/hybrid working arrangements, purchased additional annual leave, private health discounts, and more.

About the Organization

We're a diverse team of over 13,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, starting with enabling better lives for our employees and their families too.

Our work enables the people we serve to realize their ambitions and aspirations through sustainable employment, independence, better health, and wellbeing, and increased social participation.

When you join us, there's an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs, and employee benefits. Most of all, you can expect to make a lasting impact on the lives of others who rely on our services.