Service Assurance And Optimisation Analyst

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role

Our Customer Delivery team is the part of the business where you can influence internally within our delivery teams and work closely with the customer to meet their business requirements. You will have the opportunity to use your excellent knowledge and passion for working with people; along with your business nous and understanding of the best options for our customers moving forwards. You can be proactive, innovative and look at ways to improve people’s lives through technology.

This role will be based in our Canberra office. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best!

What you’ll do

At the moment, as Service Assurance and Optimisation Manager you will be Customer facing and you will be focused on:

• Maintenance of the SLM Framework - design and maintain the underlying structure of the agreed Service Levels Management approach and structure.
• Identification of Service Requirements - The Service Level Requirements are to be documented and submitted to an initial evaluation, so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible.
• Agreements Sign-Off and Service Activation – Assist with the relevant Service Level Agreements sign off after completion of Service Transition, and to check if Service Acceptance Criteria are fulfilled. In particular, this process makes sure that all relevant OLA’s (if applicable) are signed off by their Service Owners, and that the SLA is signed off by the customer.
• Service Level Monitoring and Reporting – Continual monitoring achieved for service levels and compare them with agreed service level targets. This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality.
• Service Level Analysis – Continual involvement and facilitation with the customer and internally to ensure service level trends and monthly outcomes are communicated, with any negotiation on credits/exemptions occurring. This would be a joint activity with the Service Delivery Manager.
• Service Level Adherence – works with Service lines to ensure adherence to service levels on a near real time basis, and that any exemptions required, follow the appropriate process and are agreed with the Customer.

We are an agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

Required experience:

This is an exciting role and, as such, we are looking for someone with extensive Service Assurance and Optimisation Manager experience within a managed service environment. You will have 5+ years of managing large contracts for the delivery of IT services with a demonstrated record of consistently achieving high customer satisfaction and SLA conformance.

You will bring a detailed understanding of service management methodologies including ITIL and have a sound understanding of technical concepts and frameworks. You will have excellent verbal and written communication and your customer relationship building and management skills will be second to none. A good understanding of legal contracts and project management methodologies is highly desirable.

Nice to have:

• Experience in conducting external audits and managing external regulatory audits.
• Experience implementing a program of internal and external audits.
• Demonstrated experience management a management system for the purpose of quality and Service Assurance and ISO certification
• Lead Auditor Certificate

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

Requirements

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