Service Delivery Professional

About Service Delivery Managers
Job Description
The primary function of a Service Delivery Manager is to oversee the successful delivery of contracted managed services to customers. This involves developing and maintaining strong relationships with key customer stakeholders, ensuring accurate and effective delivery of all contracted services and SLAs.
This role requires a high level of organizational skill, with the ability to handle multiple tasks and prioritize effectively. Strong communication and time management skills are also essential for success in this position.
A Service Delivery Manager must be able to work closely with cross-functional teams, including program, sales, and pre-sales teams, to ensure effective delivery of additional infrastructure, software, and services. They must also be able to manage costs associated with service delivery and work within approved budgets.
Key responsibilities include:
Meeting or exceeding all SLA's and KPI's for service delivery
Serving as the main escalation point for the customer and ensuring accurate and effective delivery of all contracted services and SLAs
Working closely with Technical Support team and external vendors to provide operational guidance and strategic direction
Managing the costs associated with service delivery and working with Program team to manage within approved budget
Developing and updating maintenance plans, procedures, work instructions, and other project documentation
Incident Management: taking the lead during critical incidents; handling the needs of various stakeholders, communications, escalations (e.g., customer, senior management, work teams) while ensuring issues can be resolved within SLA
Identifying operational risks that could compromise contractual commitments and working with the Technical Support Manager to mitigate them
Producing monthly reports for customers, as well as project governance reports and dashboards for management
Responsible for overall communication with the customer on service-related matters; holding regular customer service review meetings
Managing sub-contractors and vendors, ensuring their services meet contractual commitments
Ensuring spare parts availability and managing stock movements
Handling all hardware and software maintenance agreement renewals, ensuring adequate warranty support for all infrastructure components
Identifying opportunities to grow service and revenue with assigned customers
Supporting new business opportunities during the pre-sales stage, e.g., delivering quotes for maintenance proposals
Required Skills and Qualifications
To succeed in this role, candidates should possess:
Australian citizenship, with the ability to obtain security clearance (existing clearances are a plus)
3-5 years of experience in service and project management in a service provider/systems integrator environment
Bachelor's degree in Administration or Business Management from a recognized institution, or equivalent practical experience, sound technical understanding
Strong organizational skills with the ability to handle various tasks; attention to detail
Excellent time management, decision-making, prioritization, and organization skills
Effective command of MS Office tools (Word, Excel, PowerPoint, Project, Outlook)
Good grasp of financial concepts and procurement processes
Solid understanding of business process management and improvement
PMP and/or Prince2 certification is an advantage
Benefits
By joining our team, you will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
We deliver cutting-edge, future-proof innovation that reaches the highest technological standards and transform fast to stay leaders in a changing world.
You will develop your expertise and feel a sense of ownership and empowerment in a global environment as part of a company with ambition and ability to change the world.