Service Delivery Manager Vic

Work with a dynamic and fast growing organisation
- Significant investment in your learning and professional development
- Flexible work from home options - 3 days in office

**About us**

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We are trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

**About the Role**

The role of the Service Delivery Manager is to establish and nurture the relationships between Canon Business Services (CBS) and its customers at a strategic level and tactical level. The Service Delivery Manager ensures that there is ownership and responsibility for the delivery of services to our contracted customers. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

This is a hybrid role to be based from our South Melbourne based office. It reports to the Senior Service Delivery Manager.

**Scope of Role**
- Ensure delivery teams are aligned with regards to the customer's expectations and agreements, to establish a shared view of the services and target service levels with customers.
- Perform service reviews to ensure the current services continue to meet the organisation and its customers' needs.
- Work with the AM/BDM to manage the customer relationships with CBS.
- Act as escalation point for customer and internal issues
- Monitor and report on service delivery metrics and overall performance to identify improvement opportunities and highlight the value of our services.
- Provide an escalation point for issues (both customer and internal) and ensure escalations are appropriately actioned.

**About You**
- Tertiary qualification or equivalent
- 10+ years' IT industry experience managing complex customer requirements
- 8+ years working in IT Service Management

We offer a supportive team environment where collaboration and support from your leaders and peers is the norm. We’ll invest in your development and long-term future and we can promise you a variety and enough challenge to keep things interesting across the wide variety of customers we support.

If you're looking for a role where your skills are recognised, your ideas are welcome, and your growth is supported — we’d love to hear from you.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

**Benefits include but not limited to**
- Bonus Leave including Birthday leave, Canon Day, Kyosei Day
- Flexible working arrangements, where possible
- Training and development opportunities to help you bring your goals to life
- Wellbeing benefits, including everything from discounted health insurance to flu vaccines to confidential counselling
- Performance Recognition, in the form of quarterly and annual awards programs for high-performers
- Milestone recognition on your work anniversaries in the form of carbon credits, merchandise, or retirement fund rewards
- Canon products offered at discounted rates
- Education assistance to support the cost of any external training that gives you new skills for your job

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