Service Delivery Manager

**Hi, we're Epicon** a growing IT Services and Consulting company, powered by Telstra Purple.

We're a ServiceNow Elite Partner, delivering specialised integration technology that can connect all IT management systems - both cloud and on-premises, creating a single unified environment.

**The opportunity**

We are looking for a Service Delivery Manager that focuses on keeping clients satisfied with the agreed services that are being provided. This can vary from tracking service metrics, contract renewal, managing budgets, managing projects, fixing any reliability issues, initiating and driving improvements, reporting.

You will lead a successful team that performs an extensive range and variety of complex technological activities with a high level of customer service.

Fostering a positive relationship is your forte with clients by meeting deadlines, leading a team, managing conflict and using creativity to find ways to make the service better.

Ultimately, you in the Service Delivery Manager role works to maintain good customer relationships and improve the company's services to maintain customer satisfaction.

**About you**
- Demonstrated extensive experience in IT service delivery management, often to multiple clients in varied environments.
- 100% commitment to service excellence, - identifying, leading and implementing initiatives which deliver customer satisfaction.
- Experience in team management - setting goals, allocating work, resources management, monitoring and managing performance.
- Experience in the analysis, design, plan, execution and evaluation of work to time, cost, service and quality targets.
- High-level analytical skills, detail orientated, flexible and operate well under pressure.
- Excellent decision making, organisational, planning and time management skills, all with a results-orientation.
- High level interpersonal and business communication skills - written and oral, to influence, persuade and negotiate.
- Superior experience in vendor and stakeholder engagement and management, often with them having diverse outcomes, at senior management level.
- A strong sense of resilience, adaptability and a sense of humour

Graduate or post graduate qualifications in Computer Science/Engineering or related disciplines and/or equivalent industry professional experience.

Australian citizenship is a requirement. A minimum baseline security clearance is preferable. The position is based in Canberra but we are open to location.

**What we offer**
- 16 weeks paid parental leave for both primary and secondary carers
- 15 days per year, dedicated to your professional development, so you can upskill, leaving your holiday allowance intact
- $4200 toolkit allowance renewed every 2 years - when it's time to renew, you keep your previous kit
- Access to an up-to $10,000 annual bonus
- Telstra 20gb Wi-Fi hotspot
- A free mobile phone and plan - you'll never see a phone bill
- A bonus day off per year, for you to spend as you like
- Purchased Annual Leave scheme
- 25% discount on Telstra products and service
- Work-life integration and workplace flexibility

**Why Epicon?**

We're unlike any IT service you've worked with before, and that's largely because of how we define success. We value our customers and their goals. We value integrity. We value kindness. We are successful because of our incredibly talented people who also prioritise these things. And we're a hive for innovation and a fun place to work.

Being part of Telstra Purple brings a lot of perks too. Access to a diverse range of expertise, world-class partnerships and a lot of knowledge all under one roof provoking change and inspiring digital transformation.