Service Delivery Specialist

**Opportunity**

Want to learn about biometric verification and work with the latest generation of smartphone technologies?

Interested in learning new platforms and new technology? - This is the job for you

Daon is an innovative provider of award-winning biometric identity assurance software products and services focused on meeting the needs of governments and large commercial organizations worldwide. We are currently looking for a highly motivated Service Delivery Specialist to join the Cloud Services team in our Australian Office.

**Your contribution**

You will work with our Engineering and Cloud Services teams as a Service Delivery Specialist. Reporting to the Cloud Services Service Delivery Manager, you will support the delivery of business-critical Software as a Service, working to improve business functions/operations and processes.

**What will you do**
- Data protection and Privacy - Make sure that the policies, processes and procedures to protect customers’ data are maintained and followed at all times.
- Service level management
- Implement, monitor and provide timely report to customers on service delivery metrics. Design and maintain internal dashboards and reports for KPI measurement.
- Availability management - Work closely with all key stakeholders within Daon to ensure the availability of IdentityX as a Service on a 24/7 basis
- Capacity management - Working closely with the DevOps team to ensure that all services have sufficient capacity available to them to meet customer goals and expectations
- Service Continuity - Support continuity mechanisms and procedures to meet the agreed business continuity targets. This includes regular testing both internal and external and associated reports
- Change management - minimize the risk associated with changes by creating change models for recurring changes, simplifying standard changes and breaking bigger changes into smaller pieces that carry less risk
- Problem management - Working closely with the DevOps team to ensure P1 incidents are fully investigated to determine the root cause and corrective actions, feeding back to Engineering were appropriate
- Incident management - Ensure that incidents requiring Cloud Services attention are handled as appropriate focusing on restoring service as soon as possible.
- Service Management tooling - Make sure that the tooling is aligned to the process KPIs and make changes where necessary.
- Production readiness - Ensure that production readiness activities are completed before environments are handed over to clients.

**You have**
- Preferable 2 years’ infrastructure & service delivery experience
- Experience in managing projects or account management
- Excellent communication and collaboration skills
- High developed problem-solving skills
- High developed stakeholder management and ability to communicate within cross-functional teams
- Experience with data analysis/metrics for performance management and planning
- Ability to create monthly and quarterly business reviews - data compilation, deck preparation, message consistency and client collaboration
- Knowledge of ITIL based service management, ideally focussing on cloud-based infrastructure would be considered as adventange
- Advanced knowledge of English knowledge

**We offer**
- Flexible work environment
- Hybrid approach - work from home or office
- Health & Wellness
- Full-covered medical insurance for you and your family
- Income Protection
- Company-sponsored -Life Assurance
- Pension Scheme
- Learning & Development
- An opportunity to work with the latest tech stack within the growing world of biometric and identity
- Support in personal skills development through internal and external education
- Great Culture
- Organized Sport&Social Club and company events
- Supportive and friendly people
- International working environment

**Come join the team that is changing the way biometrics and identity authentication operate globally