Service Delivery Manager

Company Description

Damstra Technology is an ASX-listed Australian provider of integrated workforce management solutions, serving multiple industry segments across the globe. Protecting and connecting everything that is important in our customer’s world is the ethos that run true in everything that we do.

We develop integrated hardware and software-as-a-service (SaaS) solutions for our customers in industries with large worksites where safety and compliance are of utmost importance. Our biggest strength as a business is our extraordinary people and superior product suite. With offices in Australia, New Zealand, Philippines and Denver, US, we are on a continuous path of growth, transformation, learning and expansion.

**Job Description**:
We are now looking for a talented Service Delivery Manager to join our fabulous Operations team. Reporting to Senior Service Delivery Manager, the role is critical in managing key relationships across technology and business groups, internal and external, to improve key metrics like Mean Time to Acknowledge (MTTA) and Mean Time to Restore (MTTR) and provide a service centric support to our clients.

This role can be based in Sydney, Melbourne, Brisbane or Perth and you will be a key player responsible for the oversight of all corresponding processes and governance executed by the service delivery team, ensuring that they are delivered in line with business needs and customer contractual commitments. You will have operational responsibilities for Incident Management, Problem Management & provide functional leadership support to offshore Global Services Team on improving their service stability and performance.

Some key duties and responsibilities include,
- Oversight and Senior Escalation for Major Incident Management, ensuring effective delivery of the processes and controls to minimize disruption to our customers.
- Take ownership of incidents & problems to ensure the coordination of resolving parties, effective communication to stakeholders & customers, participate in post incident reviews as appropriate
- Monitor, control and support service delivery; ensuring personnel, systems, methodologies and procedures are in place and followed accordingly
- Work with engineering teams to resolve incidents and ensure quality standards for online services
- Ensure ticket lifecycle across incident & problem is efficient and the quality remains high to meet KPI targets
- Make recommendations for improvement plans and ensure actions are followed through to completion in a timely manner
- Monitor, evaluate and escalate if customers services are not meeting customer’s expectations, including overall performance of services and Service Level Agreement (SLA) achievement. Proactively interact with the customer service management teams with respect to potential SLA breaches
- Assist in the escalation of incidents and coordination of personnel in incident rectification, mitigation, and resolution efforts
- Create monthly service reports that ensures accuracy of information, identify potential issues and proposed resolutions thereof.

**Qualifications**:
You have good understanding of digital solutions and strong awareness of industry trends and understand how technology can be leveraged to deliver the solutions our client’s needs. You have a strong level of resilience and good problem-solving techniques, when dealing with challenging client operational issues. You are a great collaborator and communicator with excellent stakeholder management skills.
- 2+ years' service delivery management experience
- ITIL foundation certified, knowledge of Service Transition and Service Operations
- Experience with Change, Incident, Problem & Service Level Management
- System & Application Monitoring and Logging
- Knowledge of ITSM & monitoring tools - Damstra currently use Zendesk, New Relic, Jira

Additional Information
**What we offer**:
Damstra Technology is a truly diverse, inclusive and collaborative organization that lives and breathes its core values; Team Work, Always Safe, Trusted Partner, Focused Agility and Can-Do Attitude. As an organisation we are extremely proud of our people and their contributions.

We offer career opportunities and a number of benefits, including work from overseas, flexible and hybrid work policies, employee incentive programs (cash and shares), purchased leave, unlimited LinkedIn Learning access, training and more.

This is a great opportunity to join a knowledgeable, friendly and supportive team.

Sounds like a good fit for you?

**_ Damstra Technology_**_ is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion._