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Service Delivery Manager

2 weeks ago

Canberra, Australia Viasat, Inc. Full time

About us:
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do:
The Service Manager is responsible for overseeing and ensuring the highest level of service quality and customer satisfaction for our government clients. The Service Manager plays a pivotal role in:

- Developing & managing non-standard and/or bespoke solutions/services
- Ensuring the quality of the services/solutions provided exceeds client expectations
- Problem Management

The day-to-day:

- Managing and optimising a portfolio of bespoke services/solutions
- Working closely with sales, commercial, and client teams to understand specific requirements
- Working closely with operations teams to define, develop, and deliver tailored bespoke services/solutions.
- Ensuring systems, procedures, and methodologies are in place to support outstanding delivery of bespoke service/solutions
- Monitoring service incidents and support escalations, both internally and externally.
- Performing trend analysis and developing, owning and driving general service improvement plans.
- Resolving escalated customer specific service desk issues and improving service methodologies to increase service desk productivity and performance.
- Establishing and leading regular customer service reviews
- Monitoring service levels to ensure that service delivery metrics are tracked and reported and are being met.
- Monitoring departmental issues and implementing corrective action where necessary to avoid reoccurrence.
- Handling customer complaints or concerns quickly and professionally to maintain good customer relationships.
- Providing regular updates to G2 management and internal stakeholders on customer satisfaction and any issues or challenges that need to be addressed.
- Driving revenue assurance and liaising with the business to ensure accurate invoices are generated in-line with the bespoke offering
- Maximising business development opportunities with Account teams

What you'll need:

- Have a deep understanding of service management principles, frameworks (such as ITIL), and best practices. This includes Incident management, change management, problem management, and service level management.
- Have strong interpersonal and communication skills to build and maintain relationships with stakeholders. They need to be able to understand requirements, manage expectations and ensure stakeholder satisfaction.
- Possess leadership qualities to guide and motivate teams. This includes the ability to lead without authority, to delegate tasks, to provide clear directions and to inspire collaboration and teamwork.
- Possess strong project management skills and the ability to oversee multiple initiatives at the same time. They need to be able to plan, organise, and coordinate resources, timelines and deliverables.
- Be skilled at analysing complex situations, identifying problems, determining root causes and proposing effective solutions. They need to be able to think critically and make decisions quickly to address service/solution related challenges.
- Have a continuous improvement mindset. They need to be able to proactively identify areas for improvement, implement process enhancements, and drive efficiency in the services/solutions managed.
- Must have an active Australian Government Security Clearance (NV1) or have held one previously

What will help you on the job:

- Should understand budgeting, cost management, and financial planning to ensure that solutions/services stay align to financial goals.
- Should have a broad technical understanding of satellite telecommunications processes, systems, infrastructure and technologies.

EEO statement: