Service Delivery Manager

1 week ago

Melbourne City Centre, Australia HAYS Full time

Service Delivery Manager - Permanent job Melbourne - ITIL - ITSM - Cisco - Riverbed

**Your new company**
You will be joining a leading, global telecommunications provider and working with one of their key clients, a big 4 bank. They are globally recognised as a leader in their field and a great company to work for.

**Your new role**
As Service Delivery Manager, (Senior Customer Success Manager), you will be working in an in-life relationship management role, responsible for ensuring the continued success of the major transformation program. You will be customer focused, as the trusted adviser to internal stakeholders and inspiring customer trust. This is a strategic role, managing the service obligations and maximising revenue and margin.

In your role, you will be:

- Responsible for Providing customers details on service performance and monitoring performance during implementation and beyond.
- Measure and monitor service performance, including SLA's, producing and delivering of service reports.
- Have ownership of end to end contract deliverables for service obligations.
- Lead ITIL compliant service improvement and management by contributing and delivering service improvement plans.
- Support commercial delivery stakeholders in driving incremental revenue and margin, maximising customer adoption and identify appropriate service propositions.

**What you'll need to succeed**
You will need extensive proven ability in a Customer Success / Service Delivery Management role, within a telecommunications environment to external customers. In addition, you will have demonstrated skills and ability to:

- Interpret and understand customer perspective and convey that to colleagues.
- Design and implement new processes and procedures, and identifying new opportunities.
- In your previous SDM / Customer Success roles, you will have ideally supported WAN, LAN, SDN, Security and other similar implementations for external customers.
- Commercial and contract management - including negotiations and contract change management with strong ability to influence.
- Leverage and guide virtual teams and resources.
- ITIL or similar Service Management certifications.

**What you'll get in return**
This is a great opportunity to join a global telecommunications provider in a major 5-year program of work. Your role will directly influence, shape and impact not only this project but also future projects and programs for the company. You'll work in a challenging yet rewarding environment, earning a competitive salary and performance bonuses. As this role is client facing it will involve attending client sites as needed, but there will be flexibility to work remotely also.

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508**#2773176

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