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Service Delivery Manager
3 weeks ago
The Service Delivery Manager is responsible for overseeing the delivery of IT services to clients, ensuring that service level agreements (SLAs) are met and that clients are satisfied with the quality of services provided. This role involves coordinating with various teams to manage resources, resolve issues, and implement improvements.
Additionally, they are accountable for the profitability of the services delivered, ensuring that financial targets are met while maintaining high-quality service. They also ensure that all functional deliverables are achieved, aligning service delivery with the strategic goals of both the service provider and the client.
- Represent Digital61 in operational and management meetings and consult with leadership teams to drive outcomes
- Assist in presales and production of contract changes, proposals and submissions
- Be the key contact and coordination point for stakeholder operational and project needs and guide stakeholders to develop meaningful and supportive relationships
- Partner and coordinate with the customer and provider's teams to deliver a range of services in accordance with performance requirements
- Engage with internal and external stakeholders to gather feedback, address concerns, and ensure effective communication and collaboration throughout the service lifecycle
- Guiding stakeholders to develop meaningful and supportive relationships
- Identify opportunities for process improvement and implement best practices to enhance portfolio management practices and service delivery
Qualifications and Clearances
- Must undertake Police and Background Check
- Must be an Australian Citizen
- Hold a Baseline Clearance or Higher or ability to gain and maintain that clearance
- Experience in Project and/or Service Delivery Management
- At least 5 years' experience managing the delivery of IT services
- Clear understanding of contracted services including SLA measurement
About You
- Excellent communication skills both written and verbal, including being comfortable working with stakeholders via video, email and face to face at customer sites
- Proven experience managing multidisciplinary teams and leveraged resources in an operational context
- Strong understanding and experience in IT Support and the Systems Engineering Lifecycle intersections
- Manage operational escalations and coordinate across teams to respond to incidents to ensure appropriate technical management and customer engagement / communications are in place
About Us
Digital61 are a Cloud first systems and security integrator that is passionate about ensuring our customers are digitally equipped to provide high quality services to Australians.
Our people love working with the latest technology and are excited to collaborate with new starters that share this passion, especially when they can bring a fresh perspective to the way we build solutions for our customers. We are committed to technical development through training, mentoring, and coaching, so regardless of previous technical experience, we strongly encourage you to apply if you have an analytical approach to problem solving and learn best by doing.
We embody these three principles in the solutions and services which we design, deploy, and manage.
Digital61 meets our customers' requirements with the simplest, standards-based solutions: simplicity is the key to system management and security.
Mobility
Digital61 assist business to unlock the inherent mobility embedded in cloud: ensuring mobility is deployed in a secure and stable manner, without disruption to existing processes.
Security
Digital61 builds security into all services and solutions: providing accredited IRAP assessors (Infosec Registered Assessors Program) and security analysis capability to all managed services.
Role Type Company OverviewDigital61 is a Canberra based, Australian SME: a cloud native, systems and security integrator, dedicated to helping Government and Critical National Infrastructure providers unlock the Simplicity, Mobility and Security of cloud. We embody these three principles in the solutions and services which we design, deploy, and manage. Simplicity Digital61 meets our customers' requirements with the simplest, standards-based solutions: simplicity is the key to system management and security. Mobility Digital61 assist business to unlock the inherent mobility embedded in cloud: ensuring mobility is deployed in a secure and stable manner, without disruption to existing processes. Security Digital61 builds security into all services and solutions: providing accredited IRAP assessors (Infosec Registered Assessors Program) and security analysis capability to all managed services.
