Our WhyDatacom 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 (Your Why)As Service Delivery Manager you'll be responsible for ensuring customer satisfaction is high by providing quality services delivered to customers in accordance with contracts. You'll provide a single point of contact for customers in relation to the provision of contracted services and are responsible for aligning the customers’ requirements and expectations with Datacom’s service levels.You'll be accountable for governance across all areas of a service(s) 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. You will be guided by the Senior Service Delivery Manager on daily tasks and governance activities. This role also holds Datacom to account for quality and customer experience.To be eligible for this role, due to customer requirements, you must be an Australian Citizen and be able to obtain an AGSVA Baseline clearance.Our offices are based in Adelaide, Brisbane, Canberra, Melbourne, Perth and Sydney. This position will be based out of our Perth 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. There may be a need to work on site depending on customer location.What You’ll Do
- Detailed understanding of service management methodologies, processes and industry standards including the ITIL framework
- A curiosity for understanding of customers’ business strategy and alignment to service value
- Sound understanding of technical concepts and frameworks
- Broad and deep understanding of technical infrastructure projects and related technology dependencies
- Demonstrated experience of contract, commercial and financial concepts
- A passion for delivering great service to customers
- Excellent customer relationship building and management skills with strong influencing and persuasive ability
- Manage towards positive solutions by having an ability to bring people and teams together to find outcomes-based solutions
- Proven negotiating and commercial contract skills with the aptitude to ensure win/win situations for all parties through strong business acumen
- Pragmatic approach to problem solving with the ability to work on complex issues through analysis of situations, variables, or data
- Establishes and assures adherence to budgets, schedules, work plans, and performance requirements
- Ability to network and develop productive relationships with customers, stakeholders, and suppliers. Ability to work in large, collaborative teams to achieve organisational goals
- Strong consultative and planning skills. Ability to escalate with a solution focus
- Strong financial management skills
- Natural leadership with the ability to frequently interact with a variety of stakeholders and team members
- Minimum 5 years’ experience in a Service Delivery Manager role managing contracts for the delivery of IT services with a history of high customer satisfaction, contract conformance and delivering business value.