Address" Expression of Interest - Service Delivery Manager".
Publication Date: Feb 27, 2024
Ref. No: 509339
Location:
Perth, WA, AU, 6008
Who we are.
We are a team of passionate experts with a clear ambition: applying digital technology to advance what matters for our clients and society.
Together we create reliable and responsive digital foundations for the world's businesses, institutions, and communities.
Learn more on Advancing what matters
The future is our choice
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people's skills and backgrounds to make the right choices with our clients, for our company and for our own futures.
Service Delivery Manager:
We are looking for a Service Delivery Manager (SDM) responsible for coordinating the delivery of Managed IT services into key enterprise customers.
The SDM plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational Service Delivery.
Main responsibilities:
- Management of Service Delivery responsibilities using support from teams based in Perth and offshore
- Building a personal relationship with key client staff
- Successful Service Delivery - SLA achievement and high level of customer satisfaction
- Building service reports and monitoring overall performance of services
- Manage communication around issues and opportunities - get things done, make things happen
- Collaborating with senior management on client account management and growth
- Ensuring operations teams are aware of changes and are prepared
- Service reporting and sponsoring Service Delivery meetings
- Removing all obstacles to customer satisfaction and / or financial performance
- Communicating across organisational boundaries - from engineers through to senior managers
- 3rd party management responsibilities
- Looking out for client's and Atos' long-term interests
- Following up if Service Delivery is not meeting expectations
- Working with the client and operations teams to identify and manage service improvement activities
- Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division
Workplace Health and Safety
- Take all reasonably practicable steps to care for own health and safety and the health and safety of other people who may be affected by your conduct in the workplace.
- Ensure, as far as is reasonably practicable, that the workplace and anything arising out of it are without risks to health and safety.
Desired knowledge and skills:
- Long standing technical experience
- 8 years relevant work experience, within Managed Services and IT outsourcing industry
- Has strong IT technical background and able to understand complex technical solutions
- Knowledge of the following:
o Private and public Cloud infrastructure and operation
o Virtualization
o Systems management platforms
o Service management solution
o ITIL
o EMC, VMWare technologies will be a plus
- Ability to deliver technical presentations competently
- Must be commercially aware, able to identify & communicate commercial opportunities
- Highly motivated self-starter and a good team player
- Excellent documentation skills and attention to detail.
- Excellent written and verbal communication skills.
- Good relationship builder with strong diplomacy skills.
o Client management
o Vendor management
- Must aspire to a culture of service excellence, SLA driven and result orientated.
- Must be able to work proactively and under pressure.
- Problem-solving skills - since they often face problems in their work, IT Service Delivery managers need strong problem-solving skills to troubleshoot effectively
Behavioural skills:
- Demonstrate analytical thinking
- Planning and organisation: Ability to plan and schedule allocated work
- Demonstrate personal integrity, strong work ethic and confidentiality
- Communication: Ability to communicate effectively with people at all levels
Education-Certifications:
- Bachelor's Degree in Communications Engineering, Computer Science, Information System or related discipline
- ITIL foundation certified, CITP or other professional body qualification
There's no such thing as a perfect candidate, so don't hold you back. You don't need 100% of the preferred qualifications to add incredible value to our team. Our customers come from all different backgrounds, and so do our employees. If you're passionate about what you could accomplish here, we'd love to hear from you.
Shortlisted candidates will meet the criteria below, be based in Perth and must have existing permanent work rights for Australia.
Please note this position is primarily based onsite in Mandurah.
Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.
Choose your future. Choose Atos.
Learn more about us
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment here.
Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management - tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more here
