Service Delivery Manager

Job Type: Permanent - Full Time

Location: Melbourne

Job Category: Information Technology

Job Description
Responsible for:
The key responsibility of this role is to ensure the delivery of contracted services is performed to a level that ensures customer satisfaction and retention. The SSDM role is primarily based at the customer office and will manage an Ethan on-site delivery team, provide governance, and facilitate engagements with Melbourne Airport IT Staff.

This role engages with all areas of the business, including:

• Executive management
• Technical support teams
• Professional Services
• Customer service teams
• Account Management

The SSDM is part of the Ethan customer account team and will work closely with the Account Executive, the Operations Manager, Client Leads, and the Ethan Managed and Professional services resources. The SSDM will focus on providing exceptional customer service, meeting all service obligations, including Service Level Agreements (SLAs), and ensuring a strong client services relationship.

Main Activities
Service Management

• Identifying customer needs and feedback to oversee service delivery within the business context, providing a solid platform for further business growth.
• Seek opportunities to be the customers' partner, making recommendations that increase and drive the profitability of the customers' contract.
• Work to ensure the retention of all service contracts.
• Drive customer service review meetings covering performance, service improvements, quality, and processes.
• Supporting incident, problem, change and other processes to customer-required outcomes.
• Oversee customer-related major incidents and provide appropriate post-incident reports, improvements, and corrective actions.
• Manage Service Management processes within an ITIL-based framework, advocate for the Service Management framework and guide an extended Technology delivery team in using and applying the framework.

Performance and Quality Management

• Analyse, Identify and Report on trends and insights.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Support the risk management process, ensuring that Ethan teams identify and register ICT/Technology risks.
• Monitor the performance of core ITIL functions, including Incident, Request, Problem and Change, and drive delivery teams to ensure that Ethan achieves all contracted service obligations.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.

Customer Advocacy

• Deliver a high level of service and customer advocacy to drive customers to be promoters of Ethan Group in the market.
• Work with the Ethan account team to execute tasks within the business that report on and drive customer satisfaction such as service improvement initiatives and customer surveys
• Drive regular reviews with Ethan Managed Service Client Leads to ensure that Ethan staff develop and maintain a solid understanding of customer environments and any active risks and issues.

Customer Communications

• Own the customer governance framework which defines the meeting and reporting cadence and ensure that Ethan is compliant with the agreed obligations.

Contract Management

• Uphold the integrity of the contract by understanding the deliverables, outcomes and objectives of the account. Manage escalations proactively with a focus on achieving account objectives.
• Set expectations internally and externally based on the agreed support, working directly with the Account team to drive commercial and contractual arrangements.
• Coordinate, present and deliver to IT forums as part of a wider customer delivery team, representing the customer to the customers' business.

ITIL Process Adherence

• Adhere to and drive the adopted ITIL processes for:

• Change Management, Risk Management, Incident, Major Incident, Continual Service Improvement, Service Requests.

Support Escalation

• React to customer ticket escalations and manage escalations to completion through expectation management and closure.
• Engage management and appropriate escalation to ensure the outcomes required by the customer.
• Proactively manage escalations on behalf of the customer for Account and Delivery engagement.
• Ability to support customer and support teams in priority incident management.

Desired Skills And Experience
Key skills:
Technical

• ITIL Certified
• 5+ years of operational outsourcing or managed service experience
• 2+ years of experience in a leadership role, ideally senior IT management
• ServiceNow experience preferred

Personal

• Professional Communication skills (Oral and Written)
• Comfortable with presenting to multiple levels within Ethan and customers including at the CIO level.
• Strong leadership qualities and experience leading teams.
• Performance under pressure
• Interpersonal communication skills
• Flexible approach to teamwork
• Reliable in presence and punctuality