Service Delivery Manager

1 month ago

Melbourne, Victoria, Australia Logicalis Australia Pty Ltd Full time
Service Delivery Manager

As a Service Delivery Manager at Logicalis Australia, you will play a critical role in maintaining customer relationships and ensuring the successful delivery of our services.

Key Responsibilities:

  • Customer Relationships:
    • Act as a single point of contact for senior customer stakeholders, providing expert guidance on service delivery topics.
    • Advocate for the customer within our organization, ensuring their needs are met and exceeded.
    • Regularly meet with customer stakeholders to discuss service delivery, quarterly business reviews, and ad-hoc relationship meetings.
    • Support customers in urgent situations, working closely with our Major Incident Management teams.
    • Act as an intermediary to resolve any issues between Logicalis and the customer, ensuring a positive outcome.
    • Develop and oversee Service Improvement Plans to enhance the quality of our services.
    • Keep clients and internal stakeholders informed of progress.
  • Technical Delivery:
    • Liaise with Technical Team Leads to ensure day-to-day leadership and direction of technical resources.
    • Provide high-level prioritization and leadership to ensure technical resources are focused on meeting customer expectations.
    • Guide Technical Team Leads and engineers to resolve urgent customer needs.
    • Maintain a thorough understanding of assigned customer contracts, including contractual deliverables, billing specifics, and contract tenures.
    • Review and approve monthly invoicing before sending to customers.
    • Identify and remediate any contract deliverables not being met by Technical Team Leads.
    • Administer contract annexures related to minor changes in scope and services.
    • Assist Sales teams in developing more significant scope changes.
    • Hold an ITIL Foundation qualification or above.
    • Previous experience in IT Service Delivery Management, working with similar technologies and responsibilities.
    • Previous infrastructure and/or consulting experience is highly regarded.
    • Solid IT industry awareness, including basic networking, installation processes, security, office systems, client and server operating systems, email tools, ITIL, and processes.

About Us:

At Logicalis Australia, we're driving the future of technology. As the Architects of Change, our mission is to become the leading technology services provider and employer in the Asia-Pacific region.

We're a dynamic team of 7,000+ innovators, collaborating across 30 territories with over 10,000 clients from diverse industries. Every project presents a unique opportunity to make a tangible impact, empowering businesses to thrive in today's fast-paced tech landscape.

With services that drive transformation and scalability, such as cloud, connectivity, collaboration, and security, you'll help optimize operations and enable teams to reach new heights. Join us on this exciting journey and let's shape the future of technology together.

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