Service Delivery Manager

**Service Delivery Manager - Remote - Australia**

The Service Delivery Manager is responsible for making sure that professional services are being seamlessly delivered to hospitality clients using our POS solutions. They oversee a variety of tasks, such as managing the field services team, rectifying operational issues, monitoring progress, tracking KPIs, and managing budgets.

The Service Delivery Manager plays a vital role in boosting our users' experiences by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. This is very much a hands-on role managing a team of 15 people located across Australia.

**Here is a little window into our company**: H&L POS is a leading provider of point-of-sale and inventory management solutions to the hospitality and food and beverage industry for over 30 years and is embarking on a new era of product growth, building a new generation of POS (Point of Sale) and Inventory Management software solutions. H&L POS was acquired by Valsoft and now operates under Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft's global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

**What your day will look like**:
**Service Management**
- Monitoring and managing filed support teams to ensure optimal service
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

**Performance and Quality Management**
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the management on performance of the service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

**About You**:

- Proficiency in leading both physical and remote teams
- Experience in dealing with third-party-provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Knowledge of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude
- Excellent verbal and written communication skills
- Experience with: Salesforce / ServiceNow (Professional service tool) / 0365
- Legally authorized to work in Australia

There is room for career growth, and we want you to feel like part of the team