Service Delivery Manager

Company Description

Trucell started 15 years ago providing IT services to healthcare providers. Based in Parramatta we have clients across NSW, QLD, VIC, and Western Australia.

Aboriginal and Torres Strait Islander people are encouraged to apply.

**Job Description**:
OVERVIEW

The number one goal of everyone in our team is to make our clients exceptionally happy. This is especially true of the **Service Delivery Manager **role.

The **Service Delivery Manager** oversees the building, leading & growing a team that includes Junior & Senior Helpdesk / Network & System Engineers, Project Engineers, Support Staff along with a series of Trusted Contractors and Vendors.

The **Service Delivery Manager** has a pivotal role in leading the **Service Delivery Team** to make sure that they’re efficient, profitable, happy, productive and (most importantly) continually getting amazing feedback from our Clients.

RESPONSIBILITIES & TASKS

CUSTOMER MANAGEMENT
- Provide a point of contact for technical issues & escalations for our clients
- Liaise with Clients to make sure that they are happy and our team and solutions are running smoothly and are adequate for their current & future needs
- Communicate any information that the customer needs to be aware of (i.e. COVID handling, Holiday Schedules, etc.)

DEVELOPMENT/USE OF OUR PSA
- Use our PSA to manage and monitor all Client-facing activity
- Develop and use the platform to introduce new processes when required
- Introduce/Expand automation of business processes where possible
- Reporting of KPIs and other relevant data

DEVELOPMENT/USE OF OUR RMM
- Review RMM policies to ensure adequate patching & monitoring are taking place
- Schedule and oversee updates and upgrades to RMM don’t break any patching/monitoring jobs

INTRODUCTION OF NEW PRODUCTS AND SERVICES
- Evaluate and test new services as they become available in conjunction with the technical team before launching to clients
- Manage and oversee the rollout of new technologies/services across the customer base
- Evaluate and manage needs on a per-customer basis
- Manage retirement of obsolete technologies/services when required
- Analyse business impact when adding or removing technologies

COMMUNICATION, REPORTING & RISK
- Identify, Communicate and Mitigate potential risks to the Company and Clients
- Create and be Accountable to Regular Reporting to the Leadership Team
- Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future
- Manage client expectations to ensure that the Team can deliver on what is promised

TEAM WORK
- Lead, Manage & Mentor the Service Delivery Team. This includes Hiring, Managing and (hopefully never) Terminating Team Members
- Manage the well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the team
- Identify each Team member’s strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive
- Creating, Managing & Improving Training Plans for all Team Members
- Coordinate, schedule and staff the Service Team to high utilization
- Support the Team and Clients with any unusual/high-level issues that arise
- Review and approve Timesheets & Expense Reports
- Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our Clients

NUMBERS AND METRICS
- Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics
- Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics
- Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well as intangible metrics that align with things such as our Company Core Values

**Qualifications**:
DESIRED
- Great Communications skills, founded in being a good listener
- IT literate - Advanced user level
- Management & Leadership Experience of an IT Service Team
- A deep desire to deliver an amazing Client Experience
- Drivers license _Full_
- The ability to speak both Geek **and** Human
- The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE
- Experience using a Ticketing system / RMM Tool and PSA software
- Skills in Strategic & Resource Planning with an ability to think and plan ahead
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Microsoft 365 Platform
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.

Experience working for a Managed Service Provider (MSP) or IT Support Business

Additional Information

PERKS
- Get your birthday off
- Generous incentives for reaching Team and Company Goals
- We have Health / Dental _and _Vision covered
- An easy-going environment and culture