Business Operations Manager

The Service Delivery Manager is responsible for ensuring the successful execution of contracted managed services to clients. This includes owning the delivery and operational relationship with clients, developing and maintaining strong rapport with key stakeholders, and meeting or exceeding all SLAs and KPIs.

• Manage the delivery of contracted services, including monitoring performance and taking corrective action as needed.
• Serve as the main escalation point for clients, providing accurate and effective delivery of all contracted services and SLAs.
• Collaborate with cross-functional teams, including Program, Sales, and Pre-sales teams, to ensure effective delivery of additional infrastructure, software, and services.
• Provide operational guidance and strategic direction to Technical Support teams and external vendors.
• Manage costs associated with the delivery of contracted services, working closely with Program teams to manage within approved budgets.
• Develop and update maintenance plans, procedures, work instructions, and other project documentation.
• Take the lead during critical incidents, handling stakeholder needs, communications, escalations, and issue resolution within SLA parameters.
• Identify operational risks that could compromise contractual commitments and work with Technical Support Managers to mitigate them.
• Produce regular reports for clients, as well as project governance reports and dashboards for management.
• Responsible for overall communication with clients on service-related matters, holding regular customer service review meetings.
• Manage sub-contractors and vendors, ensuring their services meet contractual commitments.
• Ensure spare parts availability and manage stock movements.
• Handle hardware and software maintenance agreement renewals, ensuring adequate warranty support for all infrastructure components.
• Identify opportunities to grow service and revenue with assigned clients.
• Support new business opportunities during the pre-sales stage, delivering quotes for maintenance proposals.

• Australian citizen with the ability to obtain security clearance; existing clearances a plus.
• 3-5 years of experience in service and project management in a service provider/systems integrator environment, with exposure to software applications, delivery, and business-critical infrastructure.
• Bachelor's degree in Administration or Business Management from a recognized institution or equivalent practical experience, sound technical understanding.
• Strong organizational skills with the ability to handle various tasks, attention to detail.
• Excellent time management, decision-making, prioritization, and organization skills.
• Effective command of MS Office tools (Word, Excel, PowerPoint, Project, Outlook).
• Good grasp of financial concepts and procurement processes.
• Solid understanding of business process management and improvement.
• PMP and/or Prince2 certification an advantage.

We are a leading technology company offering a wide range of growth opportunities. Our team collaborates on international projects, contributing to a safer world. We value diversity and welcome individuals from all walks of life, regardless of background, culture, or thought.

We deliver cutting-edge innovation that meets the highest technological standards. We're committed to staying at the forefront of technology, transforming rapidly to maintain our position as industry leaders.

At our organization, you'll have the opportunity to develop your expertise and feel empowered in a global environment. Join us in shaping the future and changing the world.