Service Delivery Manager

Sydney based with some travel within Australia
- Managing national accounts
- Full time permanent opportunity

**Why is this an exciting opportunity?**
Somerville - an Atturra company, is the Managed Services arm of Atturra, a fast-growing, publicly-listed advisory and IT solutions provider.

With over 700 employees working across Australia, New Zealand and Singapore, Atturra works on some of the highest profile transformation projects in Australia. The depth, breadth and scope of our projects means you are continually developing your skillset and the value you can deliver. These are projects that are making a real difference in people’s lives.

Somerville - the Managed Services area of the business - offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have over 40 years of experience in delivery. This experience coupled with our people, makes us one of the most complete and leading “as a service” providers in the market.

**What our people say**:
**_“We are working towards a very bright future.”_**

**_“It's a company with vision and a promising future.”_**

**What you’ll be doing as Service Delivery Manager?**
The Service Delivery Manager will be responsible for building and managing technical value-added relationships with our Managed Services business unit clients. You are a proactive customer consultant that ensures our clients’ needs and SLAs are met. The role includes leading high value/high touch client meetings from a technical perspective, consulting, problem solving, and presenting reports to highlight issues and operational aspects and identifying.

The primary objective is to ensure that the client’s environment is at its peak performance, and that the client understands the value we are delivering from the services we offer.

**Key responsibilities**:
**Service Delivery**
- Schedule regular monthly client meetings and QBRs.
- Prepare and present client operational reporting at monthly meetings.
- Client SLAs and Reporting (including driving enhancements)
- Risk and Issue Management
- Scope Management
- Change Management - with Client Services / Service Desk Lead
- Major incident/problem management - Injunction with Client Services / Service
- Desk Lead and Business Unit Lead
- Drive future technology roadmaps for the client.
- Continuously improve operations and client engagement.
- Assist in development of ITIL Aligned Service Processes.
- Continual Service Improvement Plans (CSIP) for client patch.
- Maintain relationship with service desk, key resolver functions, account management and key commercial functions.
- Develop deep understanding of client’s business including orchestration of strategic business planning, roadmaps and workshops.
- Work with delivery teams to ensure Quality services are delivered to the customer.
- Act as the advocate for Managed Services clients and continuously look for opportunities to improve our clients’ experience.
- Develop a deep understanding of client projects to gain insights on the scope of service delivery.
- Manage and oversee service delivery performance to ensure client expectations are met and drive future demand.
- Work with Internal Systems Consultant to improve customer dashboards and reporting.

**Account Management**
- Work closely with the client Account Manager to strengthen relationships and build key stakeholder relationships (outside of the IT department).
- Identify opportunities and work with the Account Manager through opportunity identification and qualified lead handover sales process.
- Communicate with existing and potential clients to understand their needs and explain service value.
- Work with the delivery team, including Team Leaders, Project Managers, Network and Systems Engineers, Account Managers and Business Unit Leaders to grow client relationships.
- Provide exceptional service and support by proactively investigating and resolving client queries.
- Oversee new client onboarding and offboarding.
- Schedule and run monthly client meetings for assigned accounts.
- Schedule and run Monthly QBR with client executives.

**Reporting & Additional Support**
- Participate in sales and pipeline meetings.
- Report on activity and utilise internal CRM systems - ConnectWise and HubSpot.
- Follow up on proposals with potential clients.
- Maintain invoicing procedures and follow up on outstanding invoices.
- Perform other duties as required.

**_What will make you successful in this role? _**
- Demonstrated understanding of ICT best practice principles
- Demonstrated understanding of ITIL and Change Management.
- Basic technical understanding of common IT terms and technologies.
- Ability to influence and communicate effectively with internal and external stakeholders.
- Demonstrated strong leadership skills.
- Demonstrated analytical and problem management skills.
- Ability to work independently and as part of a team.
- Ability to work on deadlines.
- Excellent verbal and written comm