Service Delivery Manager

5 days ago

Adelaide, South Australia Brennan Full time $80,000 - $120,000 per year
Brennan. Where true performance thrives.

True Performance System

Why join Brennan

True rewards
  • Training and certification bonuses
  • Culture Awards that recognise excellence
  • Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
  • Vibrant, fun social activities
  • Discounted hardware and software
  • An environment that embraces learning and development
The Role

A successful candidate in this role would have a good balance between customer service, technical knowledge and experience dealing with C-level executives. They will have to come from an MSP/Systems Integrator background.

Your responsibilities include but are not limited to:

  • Preparing and presenting client operational reporting at monthly meetings
  • Client SLAs and Reporting (including driving enhancements)
  • Scope and Change Management
  • Major incident management
  • Driving future technology roadmaps for the client
  • Recognised as a subject matter expert in Service Management Operations
  • 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
What skills and experience you will bring to the team:
  • Minimum of 3 years' work experience in a senior Service Management or Customer role
  • 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.
  • Ability to work within a team and achieve results through others.
  • Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers.
  • Ability to manage and implement change – change agent and ambassador.
NOTE:

Brennan

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