Service Delivery Manager

3 weeks ago

Canberra, Australia Cdc Data Centres Full time

About us:

Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.

Headquartered in Canberra with multiple facilities in the ACT, NSW, VIC and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity. We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients and communities. Our mission is to attract, retain and grow the world’s best data centre team.

Our people are committed, tenacious and meticulous in supporting our customers. Together, we configure the landscape to meet the security, reliability, connectivity and sustainability needs for today and tomorrow.

About the role:
In this position, you will be responsible for ensuring the successful fulfillment of customer requirements. Your responsibilities will encompass stakeholder engagement, project oversight, and the coordination of internal teams to achieve performance objectives and enhance processes.

Other responsibilities include:

  • Build and maintain strong customer/partner relationships to enhance customer satisfaction throughout pre- and post-sales activities.
  • Collaborate with CDC teams, harnessing their expertise when needed.
  • Strengthen CDC's ties with key customers, their on-site teams, and their clients.
  • Support contract delivery by meeting specified KPIs.
  • Generate, refine, and furnish client reports while ensuring compliance with contracts.
  • Review and prepare client reports for external distribution and assist clients in comprehending and addressing queries.
  • Organise and oversee client monthly business reviews, quarterly operational and security audits, and other compliance activities.
  • Coordinate managed services projects, including obtaining quotations from partners/suppliers and ensuring high-quality project delivery with client sign-off.
  • Promptly address all client inquiries, ranging from operational concerns to project quote/proposal sourcing.
  • Develop company policies and procedures to streamline the fulfillment of major customer requirements. 

About you: 

  • Proven experience within an Account Management, Service Delivery capacity, (with an exposure to Government/ Defence being desirable)
  • Demonstrated expertise in managing services for larger scale clients.
  • Proficiency in contract management, SLA reporting, problem-solving, and client relationship building.
  • Work effectively with delivery leads to ensure consistent and clear communication on existing projects.
  • Achieve client satisfaction, retention and growth targets as per account plan
  • Competency in Microsoft Office suite, Microsoft Project toolsets and source code management.

Essential:

  • Australian Citizenship with ability to obtain and maintain a NV1 Security Clearance.

How to Apply:

 If you are looking for an opportunity to play a vital role in a fast-growing Australian Technology company and be part of our amazing team, please submit your resume and cover letter by clicking Apply.

We are committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We believe that diversity of backgrounds, perspectives, and experiences leads to innovation and success. We actively promote equality and strive to create a welcoming environment for all employees. We are dedicated to building a team that reflects the diversity of our community and encourages everyone to bring their authentic selves to work.

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