Managed Services Lead

• Growing Consulting Organisation.
• Friendly and Collaborative Working Environment.
• Career Growth Opportunity.

Green Light are looking for a talented individual to lead our Manage Services team. We are an industry leading organisation and have a rare and immediate requirement for a talented Managerto join our Sydney Delivery Team. Primarily this position will represent Green Light into the Customers business and the Customer into the Green light business to ensure the quality, efficient and compliant management of service delivery. You will be experienced with mentoring and supporting service delivery personnel. You will have demonstrated capability in delivery of contractual commitments and meeting individual SLA requirements.
You will have a passion for delivering an exceptional client experience as well as the drive and determination to grow the scope and value of our Managed Services business

In return you will have the opportunity to work with a Large Australian Consulting Provider, playing a key role delivering services to some of Australia’s largest organisations.
  Responsibilities: Customer

• • Build close and effective working relationships with the customer’s company representatives to ensure continuity of service.
  • Ensure consistent quality delivery through compliance measurement and corrective actions related to contractual agreements.
  • The build and maintenance of Contract Compliance Tables (CCT) of Deliverables.
  • Evaluate customer feedback, and be responsible for customer satisfaction.
  • Analyse customer feedback and industry trends to establish product / services best practice, managing the service line in the tactical application of the strategic plan.
  • Respond promptly to client escalations, putting in place effective measures to address the issues and utilising the team to support all remedial actions.
  • Working with the client to develop a support solution.

Internal Team

• • Ensure the welfare and performance of all employees within assigned service delivery centres in accord with employment agreements.
  • Work with senior and regional management in the delivery of services nationally.  
  • Work with the Head of Services and Presales to productise offerings leveraging all service lines.
  • Support the sales team in promoting our value proposition
  • Mentor and support on site Team Leads and Service Delivery Coordinator’s in their assigned Managed Services engagements, as part of the overall Service Delivery offering.

On Sell

• •  Identify potential internal sales opportunities.
  • Work with the presales team and the client to develop services proposals
  • Collaborate with the Sales Team to provide input into bids / proposals.

Administration

• • Maintain the Continuous Service Improvement, Risk and Issues registers.
  • Maintain accurate records for rosters, overtime, time in lieu and leave balance metrics for customers support.
  • Ensure that each job is properly scoped for delivery and communicated across the organisation with the goal of zero rework.

Finance

• • Financial management of the assigned portfolio to maintain a lean operation. Provide input to invoicing cycles, annual budget reviews, and pricing matrix. 
  • Ensure the collection of all completed jobs sign offs so payment is approved. For on-going activities track by week or by month.
  • Monitor team utilisation and cost

Reporting

• • Standardise Client Services Reporting for Green Light business. Standardisation of report processes, put in place framework for all operational reporting which covering all specific client requirements, within reason and seek to automate as much as possible, to reduce the time take each month to produce and issue the reports.
  • Ensure the timely and accurate delivery for weekly, monthly and quarterly reporting cycles.
  • Receive content from all leads and compile the Pulse / Account health report for presentation to the Head of Services, monthly or on demand:  Pulse reports are to include Metrics, Issues and Risks.

Requirements:

• Minimum 3 years’ experience as a Service Delivery Manager, Services Team Leader or 1-2 year experience as a Solutions Manager in a technology field.
• Have previously held roles delivering IT support services to external clients/stakeholders.
• Ideally you would have worked for an MSP or Systems Integrator
• Demonstrated proficiency in managing teams of IT service resources to deliver to required SLAs.
• Preparing accurate and timely documentation to track services progress.
• Have demonstrated experience delivering ITIL services.
• Identifying and realising opportunities to improve processes for better client and team results.
• Demonstrated experience in supporting the design of Managed Services solutions
• Experience in executing contract deliverables, negotiating contract variations and renewals.
• Demonstrated experience in developing and implementing new processes.
• ISO and ITIL advocate.
• Can accommodate occasional interstate travel.
• Be comfortable in leading group discussions and client focused presentations.

Green Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe.

If interested in the role, please contact Peter Cowley - Head of Resource Management on ******@greenlightworldwide.com for further information.