Service Delivery Manager

Great opportunity for a Service Delivery Manager to join our team on a permanent basis. Role can be Perth, Melbourne, Brisbane or Sydney based.
- High levels of reward and recognition for over achieving
- Flexibility to work in the way that brings out the best in YOU
- Join Australia's leading MSP

**Why work for Brennan?**

We are a national company with a reputation for delivering technical excellence, innovation and high quality service to the mid-market and have backed up that statement by winning the #1 Managed Service Provider in Australia for the past 10 years in a row.

**How you can unlock your potential**:

- Play a vital role in our broader Managed Services team driving value and service usage across a portfolio of customers.
- If you have a thirst for learning new technologies this could be your perfect role, you’ll have exposure to expansive technology solutions. With a birds-eye view central to the success of the business and our customers, no one day or solution will be the same
- Access to the latest and greatest technology
- Personal and Career development
- High levels of reward and recognition for over achieving
- Flexibility to work in the way that brings out the best in YOU
- The ability to do what you love, in an environment that supports YOU
- A focus on health and well being - social club, sporting teams, discounted technology purchases, health checks and more

**The Role**

We are looking for a Service Delivery Manager (SDM) to join our team on a full-time permanent basis.

Whilst not a technical specialist, the role requires a high degree of technical skill across all products in the Brennan portfolio and requires a strong understanding of ITSM principles.

**Key Responsibilities**
- Preparing and presenting client operational reporting at monthly meetings
- Client SLAs and Reporting (including driving enhancements)
- Risk and Issue Management
- Problem Management
- Scope Management
- Change Management
- Major incident management
- Driving future technology roadmaps for the client
- Continuously improve operations and client engagement
- Customer Satisfaction (measured by NPS)
- Assist in development of ITIL Aligned Service Processes
- Continual Service Improvement Plans (CSIP) for client patch
- Relationships with Service Desk and key resolver functions
- Relationships with Account Management and key commercial functions
- Develop deep understanding of client’s business including orchestration of strategic business planning, roadmaps and workshops

**Skills Required**:

- Minimum of 3 years’ work experience in Service Management
- ITIL Service Management accreditation
- Strong working knowledge of ITSM service delivery concepts
- Demonstrated ability to position and present at a C-suite level
- Demonstrated ability to lead and collaborate with a multi-disciplined team
- Demonstrated skills in negotiation, organisation, and time management
- Strategic thinking with get-up-and-go attitude
- A willingness to work and adapt to a fast growing & changing environment.
- Self-sufficiency and a high degree of autonomy.
- Ability to work within a team and achieve results through others
- Ability to influence external & internal stakeholders as part of a continuous improvement life cycle for customers
- Strong decision making / problem solving skills

**Desirable**
- Commercial experience & exposure to Presales or Solutions Architecture in as many of the following areas: IT, cloud, data, networking, unified communications, voice or telephony.
- Industry based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP)
- IT Project Management Foundation level accreditation (PMBOK, PRINCE 2)
- Tertiary qualifications (e.g. Management, Business, Engineering)
- Sales experience (ICT experience preferred)

**Intrigued?**

We guarantee there’s so much more to find out We’ve been scaling rapidly, so if this role isn’t quite right but want to see if there’s something else that might be? We’d love to hear from you

**NOTE**:As part of our hiring process, you will be required to undertake a National Criminal History Check.