AddressHighly successful mid-sized IT services provider specialize in delivering comprehensive solutions across various industries, are looking for a Service Delivery Manager to join their team and help them maintain and build on their reputation for excellence.
The Role
As Service Delivery Manager, you will be responsible for overseeing the operational delivery of technology managed services and managing customer relationships.
Your role is crucial in ensuring services meet or exceed customer expectations, and you will play a key role in identifying and implementing SLA’s and service improvements. You will work closely with cross-functional teams to ensure seamless Service Delivery and will be the primary point of contact for clients.
Key Responsibilities
- Operational Management: Manage day-to-day Service Delivery operations, ensuring adherence to service level agreements (SLAs).
- Customer Relationship Management: Build and maintain strong customer relationships, acting as a trusted advisor and primary point of contact for all service-related matters.
- Service Improvement: Identify opportunities for service enhancements and work with internal teams to implement changes that improve customer satisfaction and operational efficiency.
- Incident Management: Oversee the resolution of service incidents, ensuring timely communication with customers and effective problem-solving.
- Collaboration: Work closely with technical teams, project managers, and other stakeholders to ensure cohesive Service Delivery.
- Reporting and Documentation: Generate regular reports on service performance, customer feedback, and operational metrics.
Qualifications and Skills
- Experience: Demonstratable experience in a Service Delivery or similar role within a technology managed services environment.
- Technical Knowledge: Strong understanding of IT infrastructure, networks, and cloud services.
- Customer Focus: Demonstrated experience in managing customer relationships and delivering high levels of customer satisfaction.
- Problem-Solving: Excellent analytical and problem-solving skills, with the ability to make quick and effective decisions.
- Communication: Strong written and verbal communication skills, with the ability to communicate technical information to non-technical stakeholders.
- Team Player: Ability to work collaboratively with cross-functional teams and adapt to changing priorities.
- Education: Bachelor's degree in Information Technology, Business Administration, or a related field. ITIL Certified.
What’s on Offer
- Highly competitive salary and benefits package.
- Opportunities for career growth and development.
- A dynamic and collaborative work environment.
- The chance to work with leading-edge technology and industry experts.
Curtis Partnership specialises in Property, Sales, Marketing & Operations, Information Technology, Finance and Accounting recruitment.
Curtis Partnership is committed to supporting inclusive and diverse recruitment. We welcome applicants from all ages and genders, First Nations Australians, culturally and linguistically diverse groups, the LGBTQIA+ community and people with a disability. If provisions or adjustments in our recruitment process could better enable your application to shine please indicate this at the top of your resume.
