Service Delivery Manager

1 week ago

North Sydney, Australia Soprano Design Full time

**We want you**

We are currently seeking a Service Delivery Manager to join our global organisation. You will be responsible for all things service management related including incident, problem, change management and service level agreements. You will also identify and lead continual service improvement opportunities and have a proven ability to deliver services that exceed and deliver customer delight as well as playing a key role in ensuring the highest quality level of operational service delivery.

**What will you be responsible for?**
- Accountable for maintenance of agreed service level agreements (SLA’s).
- Responsible for the development and implementation of action plans to address deficiencies in the support process.
- Act as the primary service escalation contact for the customer ensuring that such issues are owned and resolved to the customer’s satisfaction. This will require coverage out of business hours.
- Prepare incident reports (IR) and root cause analysis (RCA) reports as well as liaise with customers by ensuring any identified and agreed corrective actions are implemented by the agreed due dates.
- Review aged tickets and ensure measures are in place to address and meet defined KPI’s.
- Act as the trusted advisor to the customers/partners at all times, driving any raised issues or requests to closure and thereby ensure the highest level of customer satisfaction.
- Proactively follow up with internal teams to address service delivery or support matters that are not meeting customer’s expectations.
- Service Governance and Reporting including conducting regular service review meetings with key customers/partners.
- Support in delivering projects (internal or external) as directed by your manager.
- Lead and mentor the ANZ customer services team

**What does it take?**
- Minimum of five years of previous experience in a customer-focused IT Service Delivery role
- Minimum of two years of previous experience in effectively managing a small team
- B2B/Enterprise Servicing/SAAS experience is highly preferred
- Demonstrated experience with delivering services to enterprise customers
- In-depth knowledge of service management practices & ITIL
- A confident communicator that can demonstrate close attention to detail that delivers outcomes to customers and business
- Clearly demonstrates capacity and capability to lead and manage the team to achieve the agreed targets
- Self-motivated - personal drive and enthusiasm to continually improve and provide the best in all situations and able to readily embrace change.
- Adaptability in an ever-changing and fast-moving environment
- The ability to work under pressure while retaining focus on key priorities and objectives
- Bachelor degree, or similar, technical learning skills accumulated from the workplace

  • Customer Delivery Manager

    1 week ago

    Sydney, Australia Delivery Centric Technologies Full time

    **Role: Azure Data Architect** Hello Folks, We are looking for passionate professionals who are passionate about their job and want to make a difference with their consulting and solutioning skills, who are ready to take challenges and test their skills to provide the best solutions. We are currently looking for the below roles **About Delivery...

  • Service Delivery Manager

    13 hours ago

    North Sydney, Australia TPG Telecom Full time

    We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a...

  • Portfolio Delivery Coordinator

    1 week ago

    Sydney, New South Wales, Australia Delivery Centric Full time $80,000 - $120,000 per year

    ROLE: Portfolio Delivery Coordinator LOCATION: SydneyAs a Portfolio Delivery Coordinator you will:Provide dedicated coordination support across the Customer Platforms portfolio delivery teams, assisting in the planning, tracking, and delivery of multiple projectsTrack project status and provide updates to relevant stakeholders on progress, risks, and any...

  • Service Delivery Manager

    2 weeks ago

    North Sydney, Australia Pepper Full time

    **Who We Are** At Pepper, we’re focused on helping people succeed. Whether that be buying a family home, dream car, developing professionally or growing their business. Pepper has grown to become one of Australia’s largest non-bank lenders and has been recognised as Australia’s Best Specialist lender over the last 9 years. **The Role** The **Service...

  • Superintendent Service Delivery

    2 days ago

    North Sydney, Australia Pacific National Full time

    **Service Delivery Superintendent!** - North Sydney location - Permanent role - Monday to Friday position - Help design, Lead and implement the Service Delivery strategy within our Bulk business! **About us** Pacific National (PN) is the largest private provider of diversified rail freight services in Australia. We haul a variety of freight including coal,...

  • Service Delivery Controller

    1 week ago

    North Sydney, Australia Pacific National Full time

    **Service Delivery Controller!** - Permanent opportunity - Manage our BU haulage services from within the day of operations control function. - North Sydney location! - 12 hour rotating shifts, days/nights/weekend/public holidays (even time roster) **About us** Pacific National (PN) is the largest private provider of diversified rail freight services in...

  • Service Delivery Controller

    4 days ago

    North Sydney, Australia Pacific National Full time

    **Service Delivery Controller!** - Permanent opportunity - Manage our BU haulage services from within the day of operations control function - North Sydney location! - 12 hour rotating shifts, days/nights/weekend/public holidays (even time roster) **About us** Pacific National (PN) is the largest private provider of diversified rail freight services in...

  • Service Delivery Manager

    13 hours ago

    Noble Park North, Australia Nationwide Group Full time

    Employer of Choice - Australian Business Awards 2020 and 2021! - Australia’s Leading Towing and Transport company - Noble Park location - hybrid work arrangement **Who we are** Nationwide Group (NWG) is the largest provider of emergency roadside assistance and specialist towing and transport solutions in Australia. A subsidiary of RACV, we are a trusted...

  • Service Delivery Manager

    4 days ago

    Sydney, Australia Attribute Consulting Full time

    Work in a fantastic and dynamic agile work environment. - Permanent role with a generous salary and work benefits. - Flexible working from home conditions. We are looking for an experienced Service Delivery Manager to join our team. The Service Delivery Manager will be responsible for managing the end-to-end service delivery of IT services across Australia...

  • Service Delivery Controller

    2 weeks ago

    North Sydney, Australia Pacific National Full time

    Permanent opportunity | North Sydney location Embrace Work-Life Balance with our 12-hour Rotating Shift Roster! About the role As an SDC in our Intermodal Business Unit, you’ll manage a specific operational area, ensuring all train services run safely, on time, and efficiently. You'll work both independently and as part of a team to deliver the daily...