Address
Form of workWe are looking for a ‘people person’ that thrives on building relationships to deliver value and uplift customer experiences. Key to the role's success is building trusted relationships, ensuring exceptional service and using your ability to communicate complex technology-related business issues to audiences with a varying range of technical expertise.
This will be an opportunity for you to champion a customer centric culture by leading change initiatives, driving continuous improvement and enhancing Service Delivery across the business. You will be accountable for driving customer satisfaction, creating and presenting operational reports, and maintaining and ensuring the delivery of services in accordance with Service Levels
INCLUDED IN WHAT YOU'LL DO:
- Operational Service Delivery and management of the day-to day relationships for assigned customer accounts.
- Identify, establish, and maintain relationships with customers, particularly in ICT roles.
- Act as the primary escalation point in relation to operational service management issues.
- Coordinate with Customer Relationship Managers and Operations Teams as the focal point for all operational related activities.
- Anticipate, analyse and resolve complex problems as they arise.
- Provide high quality and accurate Service Delivery reporting as required by the customer.
- Ensure specific service levels, reporting requirements and other obligations for customers are maintained.
- Present monthly and quarterly reports to customers.
- Advocate customer needs and escalate issues internally.
- Monitor, review and track all service management tickets.
- Maintain tracking documents and monitor for negative trends taking appropriate actions with relevant operations teams.
- Identify, manage and report on continuous improvement initiatives within assigned accounts.
- Attend relevant events and forums.
WHAT YOU NEED:
- Extensive experience in IT operations.
- Experience in customer facing or account management roles with a focus on Service Delivery and service management.
- Strong ITIL background.
- Experience in Infrastructure technologies, ideally networking or telecommunications.
- Proven track record in customer and/or relationship management.
- Demonstrated experience in generating detailed Service Delivery reports.
- Strong focus on accuracy and attention to detail.
- Exceptional verbal, written, presentation and interpersonal communication skills.
- Ability to engage effectively with individuals at all levels, including executives, senior management, and technical staff.
- Exceptional problem-solving abilities and capacity to make well-informed decisions under pressure.
- Previous experience working with state government agencies is considered a positive attribute.
WHAT YOU GET:
- Autonomy
- Flexible work options
- Career growth
- An all exclusive and supportive environment
- 17% Super and exceptional benefits
If this is the role for you APPLY NOW!
Frankie
