Delivery Service Manager

6 days ago

Canberra, ACT, Australia beBeeService Full time $100,000 - $140,000
Job Overview

As a seasoned professional, you will be responsible for overseeing the delivery of services to clients, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded.

Responsibilities
  • Coordinate with technical and operational teams to align services with client requirements.
  • Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and scalability.
  • Act as the main escalation point for customers, ensuring timely resolution and proactive communication.
  • Collaborate with Technical Support teams and external vendors to provide operational guidance and strategic direction.
  • Identify and mitigate operational risks that may impact contractual obligations.
  • Lead customer communications, including regular service review meetings.
  • Build and maintain strong customer relationships through regular remote and in-person engagements.
  • Act as a trusted advisor, aligning service delivery with clients' business needs and objectives.
  • Tailor communication for various audiences to ensure clarity and alignment.
  • Manage incident escalations and remove roadblocks, applying ITIL principles and best practices.
  • Produce and present monthly service reports, including SLA performance, incident metrics, and root cause summaries.
  • Recommend service improvements and risk mitigation strategies based on service trends.
Qualifications
  • Proven experience delivering services that meet or exceed SLAs and KPIs.
  • Strong ability to coordinate across technical, operational, and vendor teams.
  • Effective customer engagement and escalation management skills.
  • Experience in providing operational guidance and identifying service risks.
  • Skilled in leading service communications and review sessions with clients.
  • Strong relationship-building capabilities and ability to act as a trusted advisor.
  • Experience applying ITIL principles to manage and resolve incidents.
  • Proficiency in preparing service reports with actionable insights and recommendations.
Benefits
  • Flexible work arrangements, including hybrid working options.
  • Comprehensive training and development opportunities to support career growth.
  • Competitive salary and benefits package.
  • Opportunities for career advancement and professional development.

Centorrino Technologies values diversity, inclusivity, and innovation. We strive to create a workplace culture that is welcoming, supportive, and empowering. Apply today and join our team

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