Service Delivery Manager

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive - and that it’s all driven by human intelligence.

Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what’s possible.

From manufacturing and engineering to cybersecurity and space, we’re driving progress in some of the world’s most important industries - and working together to build a future we can all trust.

**Tesserent is seeking an experienced and highly motivated Service Delivery Manager who has a strong focus on ensuring our customers are delivered a high-quality service in line with agreed deliverables. You will need to be able to communicate effectively and confidently while easily building rapport with customers from all levels of business. You are detail orientated and can facilitate various types of projects and tasks at once to run on schedule and efficiently.**:
**The role can be based in either Melbourne, Sydney or New Zealand and requires the successful applicant to undergo a Police check. Ability to obtain an NV1 clearance is a bonus.***:
**About You**:
**As a Service Delivery Manager, you are motivated person who loves solving problems, with a drive to help clients achieve their required deliverables. You can manage various activities at once to run on schedule and efficiently. You are not afraid to suggest better processes and deliverables to ensure continual service improvement. You are approachable and can maintain positive relationships both internally and with clients. You are comfortable driving tasks for clients and communicating with various stakeholders. You value collaboration and teamwork. You are driven by a desire to achieve results for the company and clients.**:
**Key Responsibilities**:

- ** Ensure client contract obligations are met, delivered on time and on budget,**:

- ** Manage customer service documentation,**:

- ** Manage and maintain access of external customer storage repositories and service management platform,**:

- ** Coordinate and conduct scheduled service review meetings,**:

- ** Manage relationships alongside the technical delivery and sales teams,**:

- ** Oversee scheduled reporting and ensure it is delivered on the agreed timeline,**:

- ** Be the point of contact for non-technical service-related questions, and ensure the client is happy with services,**:

- ** Communicate escalated issues to customers, keeping them informed of progress, notifying of impending changes and agreed timelines,**:

- ** Work closely with internal teams to ensure that service delivery processes are optimised and that service levels are met or exceeded.**:

- ** Ensure internal delivery teams are aware of customer expectations,**:

- ** Provide coordination of internal communication for customer related activity,**:

- ** Obtain and evaluate customer feedback, continually seeking opportunities to increase customer satisfaction and deepen customer relationships,**:

- ** Have a clear understanding of the customers business and subscribed services to drive continual service improvement,**:

- ** Drive the delivery of high-quality, ITIL-aligned managed services.***:
**Key Skills**:

- ** Ability to articulate business outcomes including the implications and accurately calculate risks of findings in relation to the business goals of our clients.**:

- ** Ability to perform problem investigations and retrospectives.**:

- ** Ability to document user stories and business requirements.**:

- ** Keep up to date with current and future trends emerging in the industry.**:

- ** Identify and drive areas for process improvement and efficiency.**:

- ** Experience in implementing and managing ITIL processes.**:

- ** A proactive, solutions-focused mindset and strong attention to**detail**:

- ** Strategic thinking capabilities, the ability to think in a manner that sets a path for the future, takes into consideration all aspects of the business, and can implement ideas that will add value to both customer and company alike,**:

- ** Innovative thinking with the ability to devise ideas and concepts that create an edge for both the business and its customers***:
**Qualifications and Experience**:

- ** Experience in service delivery, service coordination, service desk lead, or escalation management**:

- ** Knowledge of cyber security, cloud, or IT essential.**:

- ** Minimum 5 years effective experience within IT, Service Delivery or Service Desk lead roles,**:

- ** ITIL 4 Certified,**:

- ** 3-5 years leading large complex, high profile, and long-term customer engagements,**:

- ** Ideally you will have experience in working with service management platforms, preferably ServiceNow.**:

- ** Ability to articulate business implications and risks in relation to the business.***:
**Benefits**:

- ** Opportunities to undertak