Service Delivery Lead

Exciting opportunity to work for a market-leading global organisation
- Hybrid work set up - with option of 2 days work from home

**OUR STORY**

FUJIFILM have a proud history of providing innovative products and services that contribute to the advancement of culture, science, technology and industry, as well as improved health and environmental protection in society. We are dedicated to achieving a sustainable society and ensuring a better world for future generations. Employees are ambassadors for living and breathing our Shared Values.

**THE OPPORTUNITY**

We have an exciting opportunity for a **Service Delivery Lead**to join our Fujifilm IT Services business. Reporting to the Head of Customer Success, you will be accountable for management of the Service Excellence Team including the Service Delivery Managers and Technical Consultants. Your main responsibility will be to build strong client relationships whilst driving strategic account planning with key clients. You will also be responsible for growing accounts and identifying revenue generating opportunities whilst also overseeing our Net Promoter Score (NPS) activities.

We are looking for someone with experience in working with a Managed Service Provider, having the ability to balance technical expertise with business acumen to drive service and revenue success.

We have a hybrid work set up with flexible working options and option of 2 days work from home.

**Key Responsibilities**:

- **Team Leadership & Performance**- Lead, mentor, and develop a team of service delivery managers and technical consultants to ensure high performance, collaboration, and continuous improvement.
- **Service Delivery & Operational Excellence**- Establish and monitor KPIs, implement best practices (ITSM, Agile, DevOps), and drive efficiencies to optimize service delivery while ensuring SLAs are met or exceeded
- **Client Engagement & Strategic Account Management**- Act as the primary client contact, aligning service delivery with business goals, overseeing performance reviews, and identifying opportunities for value creation.
- **Incident, Problem & Change Management**- Oversee proactive monitoring, patching, risk mitigation, and resolution of service issues to maintain operational stability and client satisfaction.
- **Revenue Growth & Business Development**- Identify opportunities for upselling, cross-selling, and service expansion while collaborating with sales and technical teams to drive business growth.
- **Technical & Process Improvements**- Leverage automation, AI, and emerging technologies to enhance service efficiency, system optimization, and security compliance.
- **Reporting & Governance**- Ensure delivery of risk registers, technology plans, customer communication, and strategic business reviews while maintaining high NPS and CSAT scores.

**Skills & Qualifications**:

- 7+ years of experience in service delivery, IT operations, or a similar role, with at least 3 years in a leadership position.
- Strong understanding of IT service management (ITIL, ITSM), cloud technologies, and enterprise IT environments.
- Proven experience in strategic account planning and revenue growth within a service delivery model.
- AZ900, MS900, SC900, ITIL4 Foundations
- Knowledge of Microsoft Server OS, Microsoft Exchange suite, Microsoft Office 365 stack and Azure
- Understand Modern Workplace Solutions, Server Technologies, Data Storage technologies - SAN, NAS, Direct attached, Understand Virtualisation Technologies such as Hyper-V and VMware, Remote Desktop technologies
- Desktop Support Protocols and procedures
- Networking Knowledge
- ITIL Framework and Methodologies
- Experience in designing, implementing and maintaining networks and infrastructure.

**Desirable skills**
- Certifications (Microsoft/ITIL)
- Experience with Agile, DevOps, or other modern IT service methodologies

**BENEFITS**:

- 12 weeks full pay parental leave
- In house training and development and Generous Educational Assistance policy
- Diverse Career Development opportunities
- Employee Discounts through our “Gold Pass” rewards platform
- Income Protection and Life Insurance
- Salary Packaging & Novated Leasing available

**OUR COMMITMENT**

**Diversity & Inclusion**

Respecting diversity is the foundation of everything that we do at FBAU.

This allows us to Instil Trust and Collaborate through honest and fair Communication and helps cultivate an environment of Growth and Innovation.

We strongly encourage applicants from key communities including Aboriginal and Torres Strait Islanders, LGBTIQ+ people, and people living with disabilities.

**Vaccination Policy**

The (FBAU) COVID-19 Vaccination Policy requires employees to be fully vaccinated against COVID-19. Appropriate evidence that you are fully vaccinated against COVID-19 must be provided upon commencement with FBAU.