Customer Experience Manager

5 days ago

Canberra, ACT, Australia beBeeDelivery Full time $90,000 - $120,000
Service Delivery Manager Job

A Service Delivery Manager oversees the end-to-end delivery of services to clients, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded.

  • Coordinate with technical teams to align service delivery 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.
Key Responsibilities:
  • Lead customer communications, including regular service review meetings.
  • Build and maintain strong customer relationships through remote and in-person engagements.
  • Act as a trusted advisor, aligning service delivery with clients' business needs and objectives.
  • Manage incident escalations and remove roadblocks, applying ITIL principles and best practices.
Requirements:
  • Demonstrated experience delivering services that meet or exceed SLAs and KPIs.
  • Proven ability to coordinate across technical, operational, and vendor teams.
  • Strong focus on continuous improvement and service optimisation.
  • Effective customer engagement and escalation management skills.
  • Experience in providing operational guidance and identifying service risks.

Benefits:

  • Hybrid working model with team anchor days to support collaboration.
  • Extensive training and development opportunities for career growth.
  • Access to cost-price tech for personal needs and extensive discounts.
  • Fun team events to celebrate achievements and connect with colleagues outside work.

CT values innovation, inclusivity, variety, and diverse backgrounds. Apply today and be part of a dynamic team that drives to create the world we want.

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