Delivering Customer Value

1 week ago

Sydney, New South Wales, Australia beBeeDeliverer Full time $120,000 - $150,000
Service Delivery Manager

Our purpose is to connect people and technology in order to solve challenges, create opportunities and discover new possibilities.

As a Service Delivery Manager you will be responsible for ensuring customer satisfaction is high by providing quality services delivered to customers in accordance with contracts. You will provide a single point of contact for customers in relation to the provision of contracted services and are responsible for aligning the customers' requirements and expectations with our service levels.

You will be accountable for governance across all areas of a service(s) including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. You will be guided by senior colleagues on daily tasks and governance activities.

Our offices are based in Melbourne and Sydney. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. Please note, there will also be a requirement to work on customer site.

Key Responsibilities:
  • Detailed understanding of service management methodologies, processes and industry standards including ITIL framework
  • A curiosity for understanding of customers business strategy and alignment to service value
  • Sound understanding of technical concepts and frameworks
  • Broad and deep understanding of technical infrastructure projects and related technology dependencies
  • Demonstrated experience of contract, commercial and financial concepts
What We Are Looking For:
  • A passion for delivering great service to customers
  • Excellent customer relationship building and management skills with strong influencing and persuasive ability
  • Manage towards positive solutions by having an ability to bring people and teams together to find outcomes-based solutions
  • Proven negotiating and commercial contract skills with the aptitude to ensure win/win situations for all parties through strong business acumen
  • Pragmatic approach to problem solving with the ability to work on complex issues through analysis of situations, variables or data
  • Establishes and assures adherence to budgets, schedules, work plans and performance requirements
  • Ability to network and develop productive relationships with customers, stakeholders and suppliers
  • Strong consultative and planning skills
  • Ability to escalate with a solution focus
  • Strong financial management skills
  • Natural leadership with the ability to frequently interact with a variety of stakeholders and team members
  • Minimum 5 years experience in a Service Delivery Manager role managing contracts for the delivery of IT services with a history of high customer satisfaction, contract conformance and delivering business value
Why Join Us:

We are a dynamic, agile company that operate at the forefront of technology to help organisations explore possibilities and solve their greatest challenges.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexible hours and professional development courses to name a few.

You will have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

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