Strategic Client Partner

1 week ago

Adelaide, South Australia beBeePerformance Full time $180,000 - $220,000
Service Delivery Manager Job Description

Drive True Performance for Customers

We focus on creating real and relevant value for customers with solutions that fit their specific needs.

The True Performance System

We've engineered a way of working that gets us closer to our customers and delivers better results for them. This is backed by our True Performance System, which aligns our services with the actual experience of technology.

A True Belief in Our People

We believe that our people are the key to delivering true performance for our customers. That's why we've structured our business to help our teams shine bright and empower everyone to contribute their best.

The Role

We're seeking a Service Delivery Manager (SDM) to join our team. As an SDM, you'll be assigned a patch of larger, strategic clients to work jointly across with an Account Manager/Business Development Manager.

Your Key Responsibilities Include:

  • Preparing and presenting client operational reporting at regular meetings
  • Client SLAs and Reporting (including driving enhancements)
  • Scope and Change Management
  • Major incident management
  • Driving future technology roadmaps for the client
  • Recognised as a subject matter expert in Service Management Operations
  • Continuously improve operations and client engagement
  • Customer Satisfaction (measured by NPS)
  • Assist in development of ITIL Aligned Service Processes
  • Continual Service Improvement Plans (CSIP) for client patch
  • Relationships with Service Desk and key resolver functions
  • Relationships with Account Management and key commercial functions
  • Develop deep understanding of client's business including orchestration of strategic business planning, roadmaps and workshops

Required Skills and Qualifications

  • Minimum of 3 years' work experience in a senior Service Management or Customer role
  • ITIL Service Management accreditation
  • Strong working knowledge of ITSM service delivery concepts
  • Demonstrated ability to position and present at a C-suite level
  • Demonstrated ability to lead and collaborate with a multi-disciplined team
  • Demonstrated skills in negotiation, organisation, and time management
  • Ability to work within a team and achieve results through others
  • Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers
  • Ability to manage and implement change - change agent and ambassador

What You Will Bring to the Team

As a Service Delivery Manager, you will bring your expertise and passion for delivering exceptional customer experiences. You will be a key member of our team, working closely with other professionals to drive success for our clients.

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