Service Delivery Leadership Position

18 hours ago

Adelaide, South Australia beBeeLeadership Full time $90,000 - $120,000

Job Description

We are seeking a Service Delivery Leader to oversee the daily operations of our Service Desk, delivering exceptional service and ensuring operational efficiency. This role involves leading a team of customer interaction representatives, developing operational plans, managing financial performance, and driving resource and capacity planning.

Key Responsibilities

  • Lead and manage a team of Service Desk representatives handling multi-channel customer interactions
  • Develop and implement operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards
  • Manage financial performance including budgeting, forecasting, and cost control
  • Drive resource and capacity planning to meet evolving business needs
  • Ensure seamless communication and collaboration with clients, account executives, and service delivery managers
  • Lead performance management, career development, and succession planning for team members
  • Monitor and report on key performance metrics and implement service improvements

Required Skills and Qualifications

  • 5–10 years' experience in Service Desk or Call Centre management
  • Proven ability to manage operational plans, budgets, and service delivery teams
  • Strong understanding of global and local Service Desk industry trends
  • Experience in managing client relationships and delivering continuous improvement initiatives

Benefits

  • Mid-Senior level position with opportunities for growth and development
  • Full-time employment with a competitive salary and benefits package
  • Collaborative and inclusive work environment with a diverse team

Others

This role offers the opportunity to make a significant impact on our service delivery and client satisfaction across the region. We prioritize in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.

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