Service Delivery Manager

5 days ago

Wollongong, New South Wales, Australia Objective Full time

At Objective, we create that software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America and the United Kingdom, Objective is a leading developer of GovTech software.

Our people are paramount to driving our continuing success. We recruit the best and brightest people in the industry who are passionate about their work. We aim to create an environment for talented people to deliver innovative technical solutions.

**About the role**:
As a Service Delivery Manager for Objective RegTech, you will maintain post-sales contact and own a successful and ongoing relationship with our existing customer base to achieve high customer satisfaction and loyalty.

**What your day looks like**:

- Ensure high levels of customer satisfaction are maintained by establishing a strong relationship with our key stakeholders at multiple levels of the organisation.
- Work closely with Managed Services Technical Consultants to prioritise and deliver outcomes for customers.
- Review customer monthly reports and conduct meetings (either virtually or in-person)
- Own the resolution process of technical incident, problem and change processes with clients including adherence to service level agreements
- Manage resolution of (technical and non-technical) conflicts with clients. be the customer's first escalation point. Proactively manage issues and own outcomes.
- Manage and track Managed Services contract deliverables and effort against customer contract to ensure that customers are serviced effectively and efficiently
- Prioritise customers by size and strategic value and ensure a structured contact cycle with each. Provide a presence onsite where required, which may involve interstate travel.

**What we are looking for**:

- Demonstrated experience providing a delivery of a managed service to customers (minimum 3 yrs experience).
- Contract Management experience (including service level management)
- Experience with large organisation IT Incident, Problem and Change Management processes.
- Demonstrated capability to build and maintain strong relationships with a diverse set of internal and external business owners and stakeholders across all organisational levels.
- In-depth knowledge of business areas like Customer Service & Client Management and Service Delivery Management.
- Significant work experience in a customer facing role.
- ITIL Certification
- Demonstrated Customer Consulting experience.

We recruit the best and brightest people in the industry who are passionate about their work.

We aim to create an environment that allows talented people to deliver innovative technical solutions. We offer a truly flexible working environment.- Come and join a team that is making a difference.

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