Service Delivery Manager

1 week ago

Brisbane, Australia Max Kelsen Full time

**Why Max Kelsen?**

We are a rapidly growing company that believes in providing opportunities for career progression. Culturally we want our team to be open, honest, and challenge each other to be better. This does not mean we are perfect, but it does mean that we have a burning desire to keep on improving.

**The Role**

As the Service Delivery Manager, you will be responsible for the success of the Managed Services (MS) function that provides support to our customers as well as operational support to our delivery teams. The support applies to customer owned solutions as well as products that are owned by Max Kelsen. The Managed Services function will be made up of internal team members, outsourced service providers and partnership / support agreements with our cloud platform providers. Serving a global client base sees the requirement for a truly 24/7 operational model, where processes and procedures support seamless handovers between time zones and support teams.

**What You'll Do**:

- Manage and meet service level agreement (SLAs) for our customers
- Manage and meet Internal Operational Level Agreements (OLAs)
- Manage any external / outsourced service partners / suppliers
- Assign reactive tasks to suitable engineers based on SLAs, technical skills and availability
- Planning and scheduling of proactive services work
- Timely and professional communication with customers and service suppliers
- Management of customer and supplier contracts, ensuring that they are optimised at renewal
- Build and provide management reporting to the company on key KPIs
- Meet KPI targets related to SLA’s, hours consumed, response times

**Expected Skills**:

- 2 + years experience in leading a Managed Services function within software
- Experience establishing and managing external suppliers and contracts as well as remote teams
- Experience setting up a Managed Services function (configuration and usage of Zendesk is desired

**Desired**
- Bachelor’s degree in IT or software engineering
- Industry recognised service delivery related certification e.g. ITIL Foundations

**About Max Kelsen**:
Some companies are product or service centric, but we are people centric. Without our unique, diverse team we wouldn’t be able to do the work we do. Every day we strive to make Max Kelsen a place where everyone feels seen, heard and valued. Our team is encouraged to ask questions, offer solutions and be included in our journey.

In terms of flexible working / working from home, we fully endorse this and support our teams to work from wherever they do their best work. We provide all the necessary equipment to work from home including monitors, keyboard, mice, and noise cancelling headphones. Our focus is delivering great outcomes for our clients, not clocking up excessive hours each week.

Enjoy an additional day of birthday leave, 2 days of charity leave to support a cause you’re passionate about, and utilise 5 days of professional development leave to ensure your career prospects continue to grow.

We value spending time together and creating strong connections, so we bring the team together a few days a month for what we call Deep Bond Days. We hold a monthly Town Hall and team BBQ at the office to ensure everyone is kept up to date on changes across the organisation. We also have an active social club with frequent lunches, talks and free social events. Previous events have included private cinema screenings, trivia nights, various sporting activities, and more.

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