Service Delivery Manager

3 days ago

Greater Adelaide SA, Australia Brennan IT Full time

**Brennan. Where true performance thrives.**
At Brennan, we believe that _how_ technology is delivered is every bit as important as _what_ the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.
It’s a claim backed by our **True Performance System** - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

**Why join Brennan**
True performance for our customers starts with a true belief in our people.
It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

**True rewards**
In addition to competitive remuneration, Brennan offers extensive benefits, including:

- Training and certification bonuses
- Culture Awards that recognise excellence
- Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
- Vibrant, fun social activities
- Discounted hardware and software
- An environment that embraces learning and development

**The Role**

**Your responsibilities include but are not limited to**:

- Preparing and presenting client operational reporting at monthly meetings
- Client SLAs and Reporting (including driving enhancements)
- Scope and Change Management
- Major incident management
- Driving future technology roadmaps for the client
- Continuously improve operations and client engagement
- Customer Satisfaction (measured by NPS)
- Assist in development of ITIL Aligned Service Processes
- Continual Service Improvement Plans (CSIP) for client patch
- Relationships with Service Desk and key resolver functions
- Relationships with Account Management and key commercial functions
- Develop deep understanding of client’s business including orchestration of strategic business planning, roadmaps and workshops

**What skills and experience you will bring to the team**:

- Minimum of 3 years’ work experience in a senior Service Management or Customer role
- ITIL Service Management accreditation
- Strong working knowledge of ITSM service delivery concepts
- Demonstrated ability to position and present at a C-suite level.
- Demonstrated ability to lead and collaborate with a multi-disciplined team.
- Demonstrated skills in negotiation, organisation, and time management.
- Ability to work within a team and achieve results through others.
- Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers.
- Ability to manage and implement change - change agent and ambassador.

**NOTE**:As part of our hiring process, you will be required to undertake a National Criminal History Check.

**Brennan**is an equal opportunity employer.

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