Service Delivery Manager

Logicalis Australia is a division of the Logicalis Group, an international IT Solutions Integrator who employs 5,800+ staff, across 65 locations worldwide. Collectively, the integrated organisation has a proud 19-year heritage in solution integration and is widely recognised as one of Australia’s leading professional services, managed services and ICT companies. To ensure recognition as a leading profession services, managed services and ICT provider, Logicalis Australia maintains strong partnerships with technology leaders such as Cisco, Microsoft, Dell, HP, IBM, CA Technologies, NetApp, VMware and ServiceNow. As a service delivery manager you will maintain: Customer Relationships - Act as a single point of contact to senior customer stakeholders for service delivery topics - Advocate for the customer within the Logicalis organization - Regularly meet with customer stakeholders, inclusive of weekly/ monthly service delivery meetings, quarterly business reviews (QBRs) and ad-hoc relationship meetings - Support customers needing urgent assistance (in parallel with Logicalis’ Major Incident Management (MIM) teams) - Act as an intermediary (when required) to ensure the relationship between Logicalis and the customer is maintained, and any underlying issues are resolved promptly and to the customers satisfaction - Own and oversee Service Improvement Plans to raise the quality of Logicalis' services (as required) - Keeps clients and relevant internal stakeholders up to date with progress Technical Delivery - Liaise with Technical Team Leads who are responsible for day-to-day leadership and direction of the technical resources - Using your deep understanding of your customer portfolio, provide leadership and high-level prioritisation to ensure technical resources are focussed appropriately to meet customer expectations - On a need’s basis, guide Technical Team Lead and engineers to resolve urgent customer needs Contract Management Maintain a thorough understanding of assigned customer contracts (agreements), inclusive of: - Contractual deliverables, Billing specifics, Contract tenures - Review and approve monthly invoicing prior to sending to customers - Identify any contract deliverables that TDL may not be delivering and quickly remediate - Administer contract annexures (MACs) relating to minor increases/ decreases/ changes in scope & services - On a need’s basis, assist Sales teams to guide development of more significant scope changes **Requirements**: - Hold ITIL Foundation (or above) qualification - Previous experience in IT Service (Delivery) Management working with similar technologies and responsibilities. - Previous infrastructure and/ or consulting experience will be highly regarded **Benefits** As a valued and respected member of Logicalis you will enjoy several benefits, such as; - _Supportive team environment: _Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help" - _Pick your own adventure:_ Our people have moved from Helpdesk to Cloud-Engineering; Admin to Project/Program Management; Project Management to Product Development. If something interests you, we’ll fund you to learn it, so you can become it - _Breadth of experience and purpose:_ People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success. - _Flexible, modern, working arrangements:_ Find your own method for collaboration and productivity to achieve a happy balance. **About Logicalis Australia** Logicalis Australia is a division of the Logicalis Group, an international IT Solutions Integrator who employs 5,800+ staff, across 65 locations worldwide. With operations in Melbourne, Sydney, Brisbane and Cyberjaya, Malaysia. Logicalis Australia enables organisations to transform their internal capabilities and gain greater business value from their IT investment, and is widely regarded as a best-in-class leader of its field.