Service Delivery Manager

4 days ago

Melbourne, Australia Aussie Broadband Full time

Introduction:
Why work for Aussie?

For the same reason our customers love us. We are Australian operated, local from the ground up. We’re recognised for our quality, great value internet, phone and mobile services that suit the needs of Australians and we like to punch way above our weight in the industry.

Our fantastic culture thrives on our values:

- Don't be ordinary, be awesome
- Think BIG
- No bullsh*t
- Be good to people
- Have fun

We’re Australia’s 5th largest telco and one of Australia’s fastest growing companies. Don’t just take our word for it - amongst other things, we’ve won some of Australia’s top customer service and employer of choice awards.

What does Aussie offer?
- Free internet to the value of $109 per month
- 20% off our Fetch and Mobile services
- Day to day benefits like flexible working arrangements, paid parental leave, employee assistance program
- Empowered in your career growth, so you will also be supported with ongoing training and development and access to LinkedIn Leaning
- Celebrating you with awards and recognition
- Discounts at various retailers and gyms
- Community Impact Programs, some of the ways we help can be found here

We also can’t forget the very hard-working coffee machine and the casual dress code.

Description:
What your responsibilities will include, but are not limited to
- Service Management
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Analysing third-party as well as internal processes, and creating strategies for service delivery optimisation.
- Performance and Quality Management
- Recommending methods of improvement and seeing that the recommendations are implemented to improve the services we deliver.
- Providing accurate and regular reports on performance of the service delivery.
- Technical Delivery
- Collaborating with technical design teams to set standards for software, hardware, and security.

Skills and Experiences:
What we’re looking for
- Experience in similar roles including interactions with third party-provided services and operating in a diverse, large-scale environment.
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery, particularly an understanding of ITIL (Information Technology Infrastructure Library) principles.
- Some interstate travel will be required.

At Aussie Broadband we see difference as our point of difference. We celebrate it, we support it, and thrive on it - because it means our team can bring their whole selves to work, and that we can better represent our customers and community. We’re proud to be an Equal Opportunity Employer, and our stand for inclusion and diversity is just one way we can demonstrate our value of ‘Be Good to People’.

**Job Types**: Full-time, Permanent

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