Service Delivery Manager

7 days ago

Brisbane, Queensland, Australia Nexon Asia Pacific Full time
About the Role

We are seeking a highly skilled Service Delivery Manager to lead our technical team and ensure top-notch service delivery to our clients. As a key member of our team, you will be responsible for driving client satisfaction and ensuring the successful delivery of our services.

Key Responsibilities
  • Maintain Key Client Relationships: Establish and maintain strong relationships with our key clients, serving as the primary point of contact and liaison.
  • Major Incident Management: Manage and resolve major incidents, ensuring minimal disruption to our clients' operations.
  • Service Level Target Management: Monitor and meet service level targets, ensuring our services meet the highest standards of quality and reliability.
  • Operational Streamlining: Identify opportunities to streamline our operations and improve the client experience through proactive monitoring, efficient ticket management, and automation of repetitive tasks.
  • New Client Onboarding: Ensure the successful onboarding of new managed services clients, ensuring a seamless transition and high levels of client satisfaction.
  • Continual Risk Management and Service Improvement: Identify and mitigate risks, and implement service improvement initiatives to drive efficiency and innovation.
  • Service Quality Management: Monitor and review service quality to ensure the successful delivery of support services to our key clients.
  • Team Collaboration and Development: Foster collaboration between Technology Services teams, and participate in continuous service improvement initiatives to drive efficiency and automation through innovation.
  • Reporting and Performance Management: Prepare and attend monthly service review meetings with key clients, and provide regular internal and external reports on team operations, service levels, and other key metrics.
  • Team Management: Manage and conduct performance reviews for your team, and maintain a happy, healthy, and engaged team through daily, weekly, and monthly management tasks and discussions.
Personal Attributes

We are looking for a candidate who possesses the following personal attributes:

  • Strong Communication Skills: Easily connects with a broad range of people, builds trusting and open relationships, and communicates clearly and effectively with a diverse range of people.
  • Positive and Resilient: Positive, resilient, and high-energy, with the ability to manage sensitive and confidential information with absolute discretion.
  • Mentoring and Coaching: Enjoys mentoring and coaching employees to their full potential, and focuses on the important and filters out the unimportant.
  • Pragmatic and Efficient: Delivers pragmatic and efficient solutions in a timely fashion, and loves finding efficiencies and streamlining processes.
Experience and Knowledge

We are seeking a candidate with the following experience and knowledge:

  • Service Delivery Experience: 3+ years' experience in service delivery, preferably in a managed services environment.
  • ITIL Certification: ITIL certified, with a strong understanding of IT service management principles and practices.
  • Technical Background: 5+ years' background in IT technologies and solutions, with a strong understanding of current technologies and solutions.
  • Project Management Experience: 2+ years' proven project management experience, with a strong track record of delivering projects on time and within budget.
  • Client and Issue Management: Demonstrable experience with client and issue management, with a strong understanding of the managed services environment.

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