Service Delivery Manager

About the company

We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers.

We're a company that believes in doing the right thing by our customers and each other, and delivering on our promises. Beyond getting to work with cool tech and cool clients, you'll also find real recognition and flexible work that works for you.

About the role
Our Service Delivery Team provide a delicate balance between being the customer advocate to our internal teams and the AC3 representative to our customers. They are the true masters of translating technical speak to our customers' language. As a key member of the team, you are assuming
responsibility for providing consistent, trusted, high quality and cost effective service delivery to your assigned portfolio of customers.

Key aspects
Delight Customers Taking away the worry, overhead and risk of managing the "IT run" so our customer can focus
on their business Develop and maintain a strong understanding of your assigned portfolio of customers and their
contracts, and oversee the delivery of services in accordance with our contractual obligations Act as the customer advocate for your assigned customers, and be their business escalation
point for matters relating to Service Delivery and Operational Services Proactively form strong relationships with your allocated customer contacts (particularly your
primary operational peers, by building an understanding of their requirements and business
drivers, and through regular and appropriate contact Work closely with the Sales teams in managing the service relationships with your assigned
customers Identify current status of customer expectations and satisfaction levels and proactively work to
raise satisfaction levels in consultation with the Principal Service Delivery Manager Understand and underpin the implementation of IT Service Strategies supporting customer
environments Ensure a high 'customer focused' approach to the provision of services and, as circumstance
require, personally attend on site to enhance customer satisfaction levels About you5+ years' experience in a similar role Proven experience in technology, financial & operational service and support related roles, managing multiple disciplines in a diverse

environment Experience developing & sustaining constructive relationships with customers, internal stakeholders, suppliers, & industry representatives
pressure coming from all directions simultaneously Demonstrated commitment to customer service, continuous service improvement and ethical business practices Excellent communication and interpersonal skills; ability to communicate with multiple stakeholders and peers across technical and non technical, written and verbal communications; proven document and report writing skills; well developed negotiation, time management and planning skills Broad knowledge of a range of ICT systems including Private and Public Cloud Tertiary qualifications in IT Management, Business Management or a related field, or similar relevant industry experience ITIL Foundation ITIL v3 certificate or later Culture

Top 4 on Australia's Best Places to Work list, it's clear that culture is a top priority at AC3. We approach business with family values, which means people here have real relationships that go beyond work. We believe it's important that everyone is heard and treated with respect, whether you have the next big idea or simply a question. We keep it simple and live by our fours ways of being: Own It: If I say I'm going to do it, I do it. And I give it my all. Better It: I take the current status quo and make it better. Brave It: I listen, say what needs to be said, and do the right thing. Especially when it's tough. Enjoy It: I take my work seriously, but don't take myself too seriously. We'd love for you to experience the AC3 way for yourself
- Voted 4th Best Place to Work in Australia
- Largest Australian IT Service Provider for NSW Government
- Learn, Grow and Develop in the role and beyond