Customer Service Operations Manager

1 day ago

Canberra, ACT, Australia beBeeService Full time $90,000 - $120,000
IT Service Delivery Specialist Role

This is a key position responsible for overseeing and administering IT service support processes. As an IT Service Delivery Specialist, you will work closely with various stakeholders to ensure timely and effective delivery of services.

The role involves managing and coordinating resources to meet customer needs, resolving disputes, and communicating effectively with internal teams and external customers. You will also be responsible for facilitating process-related meetings, ensuring contractual service support requirements are understood and managed, and providing point of contact for process-related questions or issues.

Key Responsibilities:

  • Coordinate resources to meet customer needs.
  • Manage and oversee service delivery processes, including incident management, problem management, request management, change management, and service level management.
  • Facilitate process-related meetings and provide training and mentoring to functional teams.
  • Compile, analyze, and report statistical data and trends related to service level compliance and operational effectiveness.
  • Review trend analysis to conduct proactive problem management and eliminate recurring issues.
  • Work closely with Service Delivery Managers to monitor SLA performance and report on it accurately.

Required Skills and Qualifications:

  • Bachelor's Degree in a relevant field and minimum of 2 years of experience in IT service management, service delivery operations, incident management, or change management.
  • Australian Citizenship and active NV1 clearance.
  • Basic understanding of ITIL V3 processes and principles.
  • Strong verbal and written communication skills.
  • Strong stakeholder management skills.
  • Solid ability to create and document processes.

About This Opportunity:

This is a great opportunity for those who are passionate about delivering excellent customer service and have strong analytical and problem-solving skills. If you are looking for a challenging and rewarding role, please apply now

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