Service Delivery Manager

1 week ago

Brisbane, Australia Brennan IT Full time

**Why work for Brennan?**
We are a national company with a reputation for delivering technical excellence, innovation and high quality service to the mid-market and have backed up that statement by winning the #1 Managed Service Provider in Australia for the past 10 years in a row.

**Brennan IT offers an excellent remuneration package and benefits including**:

- Access to the latest and greatest technology
- Personal and Career development
- High levels of reward and recognition for over achieving
- Flexibility to work in the way that brings out the best in YOU
- The ability to do what you love, in an environment that supports YOU
- A focus on health and well being - social club, sporting teams, discounted technology purchases, health checks and more

**The Role**
We are looking for a Service Delivery Manager (SDM) to join our team on a full-time permanent basis in Brisbane.

Whilst not a technical specialist, the role requires a high degree of technical skill across all products in the Brennan portfolio and requires a strong understanding of ITSM principles.

**Key Responsibilities**
- Preparing and presenting client operational reporting at monthly meetings
- Client SLAs and Reporting (including driving enhancements)
- Risk and Issue Management
- Problem Management
- Scope Management
- 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

**Skills Required**:

- Minimum of 3 years’ work experience in Service Management
- Experienced working in an MSP environment
- 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
- Strategic thinking with get-up-and-go attitude
- A willingness to work and adapt to a fast growing & changing environment.
- Self-sufficiency and a high degree of autonomy.
- Ability to work within a team and achieve results through others
- Ability to influence external & internal stakeholders as part of a continuous improvement life cycle for customers
- Strong decision making / problem solving skills

**Desirable**
- Commercial experience & exposure to Presales or Solutions Architecture in as many of the following areas: IT, cloud, data, networking, unified communications, voice or telephony.
- Industry based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP)
- IT Project Management Foundation level accreditation (PMBOK, PRINCE 2)
- Tertiary qualifications (e.g. Management, Business, Engineering)
- Sales experience (ICT experience preferred)

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

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