Service Excellence Leader

1 week ago

Canberra, ACT, Australia Bebeeservice Full time

Job Summary
We are seeking a seasoned Service Delivery Manager to oversee the end-to-end delivery of services to clients. This individual will ensure that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
This is an exciting opportunity for a motivated professional who can drive continuous improvement initiatives, collaborate with technical and operational teams, and build strong customer relationships.
Key Responsibilities:
Oversee end-to-end service delivery to clients
Coordinate with technical and operational teams
Drive continuous improvement initiatives
Act as main escalation point for customers
Collaborate with Technical Support teams and external vendors
Identify and mitigate operational risks
Lead customer communications
Build and maintain strong customer relationships
Act as trusted advisor
Tailor communication for various audiences
Manage incident escalations
Produce and present monthly service reports
Required Skills and Qualifications:
Demonstrated experience delivering services that meet or exceed SLAs and KPIs
Proven ability to coordinate across technical, operational, and vendor teams
Strong focus on continuous improvement and service optimisation
Effective customer engagement and escalation management skills
Experience in providing operational guidance and identifying service risks
Skilled in leading service communications and review sessions with clients
Strong relationship-building capabilities and ability to act as trusted advisor
Experience applying ITIL principles to manage and resolve incidents
Proficiency in preparing service reports with actionable insights and recommendations
Knowledge of governance, security, and regulatory compliance requirements
About Us:
We are a community that goes beyond expectations.
What We Offer:
A dynamic work environment
Ongoing training and development opportunities
A competitive salary package
A chance to make a real difference in people's lives
An active NV1 security clearance is required to be eligible for this role.

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