Service Delivery Manager

3 weeks ago


Southbank, Victoria, Australia ENGIE (AUSTRALIA RETAIL) Full time
About the Role

ENGIE (Australia Retail) is seeking a skilled Service Delivery Manager to join our Customer Service team. As a key member of our team, you will be responsible for ensuring the day-to-day performance objectives are met in line with regulatory and contractual obligations.

Key Responsibilities
  • Create, develop, and manage the provider's performance KPIs in line with commercial agreements
  • Manage vendor relationships, focusing on achieving operational performance against KPIs in a highly regulated environment
  • Own the customer services area for the business, ensuring all relevant KPIs are achieved
  • Oversee the Cost to Serve for this function
  • Maintain strong governance on forecasting processes for all functions
  • Manage and report on performance of these functions against critical KPIs, including regulatory reporting requirements
  • Collaborate with peers across the business to ensure operational and strategic goals are achieved
About You
  • Several years' experience relevant to the requirements of the role
  • Strong analytical and problem-solving skills
  • Experience in managing complex services contracts with 3rd party suppliers
  • Call Centre/Back Office Operations Management experience
  • Financial Management skills
What We Offer

ENGIE (Australia Retail) is a global energy player with a strong commitment to innovation and sustainability. We offer a dynamic and inclusive work environment, with opportunities for professional growth and development.



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