Technical Service Delivery Manager

Real career progression opportunities and international travel
- Innovative and creative technical services team
- Work from Home (2 Days) and Work from the office (3 days)

New Year - New APAC Technical Service Delivery role? We are seeking applicants to join one of Australia's most innovative technology service providers (wireless and mobility) located in Sydney 2000
- Real career progression opportunities and international travel
- Innovative and creative technical services team
- Work from Home (2 Days) and Work from the office (3 days)
- Competitive remuneration package

Reporting to the Technical Service Director you will manage the day-to-day operations of the Help Desk and the technical delivery of their telecommunication, network hardware, software and wireless services in collaboration with you’re A-grade technical team.

**A little about our client**

They are a growing, powerhouse technology services provider working specifically with Wireless and Network design, maintenance, and management across the APAC region for Medium, Large and Enterprise clients.

They partner with world-leading technology services to ensure their clients remain connected and operational 24/7. They have a work hard play hard philosophy and are forging a path forward in the ICT space to ensure their clients are kept at the forefront of Technology.

**A little about you**

You will be an expert in the ICT field and come with many years of hands-on technical experience with Telecommunications, Networks, and Wireless services ideally Ubiquity, Cisco/Meraki, HP Aruba, and/ or other networking brands and products.

You will have previous experience in the following areas:

- Wireless and complex networking
- Management of multifunctional installation teams (ICT Hardware, networks, and systems)
- Network/ Cyber security compliance as it relates to Mobile devices (Android OS, Apple iOS, etc)
- Delivery of connectivity solutions in an 802.11x environment, also including 5G Networks.
- IoT devices, edge computing, virtualised radio networks and 4G/ 5G
- Portal Developments
- Delivery of Enterprise-level telephony (softphone, VoIP, Teams calling, etc)
- Delivery of Enterprise collaboration tools such as Microsoft 365 products (Dynamics CRM, MS Teams)
- Deploying/configuring network devices
- Ability to complete onsite client visits autonomously

Don’t tick all the boxes? That’s okay, we like thinking outside the box. We value skills, passion, and drive. So, if this job resonates with you, we want to hear from you
- Want to hear more? Keep reading_

**The skills and qualifications you’ll require to be successful in this role are**
- ITIL Certification and tertiary qualifications in ICT or the equivalent work experience
- Demonstrated experience leading an IT Help/ Service Desk and/or IT Service Management based on the ITIL framework
- Previous experience in a hands-on technical support role and exposure to ticketing systems such as ConnectWise, ServiceNow, Jira, etc
- Sound knowledge of process quality, service standards, SLAs, and management reporting

**Highly desired**
- Previous Managed Services Provider experience
- Change Management Process experience
- Technical experience working with Ekahau and/or AirMagnet

**Now to the exciting stuff, what you’ll be doing day-to-day**
- Providing strategic and operational leadership and direction to the business in all areas relating to IT management, performance, resourcing, systems, and processes.
- Manage the Help Desk & Service Delivery team, including rostering, on-call management, and all service delivery requirements for the organisation including BAU in monitoring ticket queues, QA, SLAs.
- Be the culture champion ensuring staff are heard and work with a collaborative and customer-centred focus.
- Implement ITIL-based processes and practices
- Internal and external stakeholder management and reporting
- Coordination of projects and delivery for the entire solution (hardware and software) on time and on budget.
- Coordinate internal resources and third parties/vendors for the execution of projects.
- Developing project scopes and objectives, involving all relevant stakeholders, and ensuring technical feasibility.