Service Delivery Manager

About Tesserent-

Tesserent is a full-service cybersecurity solutions provider. We partner with clients across Australia and New Zealand in the protection of their digital assets. With offices across Australia and New Zealand, we partner with clients to provide a full suite of cybersecurity services. Our mission is to be the sovereign cybersecurity provider of choice for the protection of Australia and New Zealand’s digital assets.

Partnering with over 1,400 mid-sized to enterprise, government, and critical infrastructure clients, Tesserent delivers comprehensive, tailored solutions to prevent, detect and mitigate potential cyber-attacks. We have deep expertise in security advisory (GRC) and consulting, technical assurance and testing, cloud services, 24x7 managed services and monitoring, incident response and forensics and converged/physical security.

In 2023 Tesserent was acquired by Thales, becoming Tesserent | Cyber Solutions by Thales. Our integration further solidifies our position in the Australian and New Zealand cyber security landscapes as trusted delivery partners and sector thought leaders, with the global backing of the multinational support of Thales.

Role Overview-

Tesserent is seeking an experienced and highly motivated Service Delivery Manager who has a strong focus on ensuring our customers are delivered a high-quality service in line with agreed deliverables. You will need to be able to communicate effectively and confidently while easily building rapport with customers from all levels of business. You are detail orientated and can facilitate various types of projects and tasks at once to run on schedule and efficiently.

The role requires the successful applicant to undergo a Police check. Ability to obtain an NV1 clearance is a bonus.

Accountabilities-

• Ensure customer contract obligations are met, delivered on time and on budget,
• Conduct project management of service implementation, customer onboarding and managed service engagements,
• Manage customer service documentation,
• Manage and maintain access of external customer storage repositories and service management platform,
• Coordinate and conduct scheduled service review meetings,
• Manage relationships alongside the technical delivery and sales teams,
• Oversee scheduled reporting and ensure it is delivered on the agreed timeline,
• Be the point of contact for non-technical service-related questions, and ensure the client is happy with services,
• Communicate escalated issues to customers, keeping them informed of progress, notifying of impending changes and agreed timelines,
• Ensure internal delivery teams are aware of customer expectations,
• Provide coordination of internal communication for customer related activity,
• Obtain and evaluate customer feedback, continually seeking opportunities to increase customer satisfaction and deepen customer relationships,
• Have a clear understanding of the customers business and subscribed services to drive continual service improvement.
  

Competencies
Technical Skills-

• Ability to apply ITIL best practice framework.
• Ability to articulate business outcomes including the implications and accurately calculate risks of findings in relation to the business goals of our clients.
• Ability to perform problem investigations and retrospectives.
• Ability to document user stories and business requirements.
• Keep up to date with current and future trends emerging in the industry.
• Identify and drive areas for process improvement and efficiency.
• Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs.
• Experience in implementing and managing ITIL processes.

Business Skills-

• Excellent written and verbal skills to clearly explain concepts to diverse stakeholders.
• Enjoy working with customers and external audiences.
• Strong organisational, presentation, and customer service skills.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Self-motivated with the ability to work in a fast-moving environment.
• Must be able to identify leads with the Sales team and assist with the development those leads to attain further opportunities and ongoing work.
• Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs.

Leadership Skills-

• Must be open minded and forward thinking in terms of vision for the business and team culture
• Must be able to manage different personalities.
• Demonstrate leadership and guidance in the event of major incidents or escalation.

Interpersonal & Intrapersonal Skills-

• Strategic thinking capabilities, the ability to think in a manner that sets a path for the future, takes into consideration all aspects of the business, and can implement ideas that will add value to both customer and company alike,
• Innovative thinking with the ability to devise ideas and concepts that create an edge for both the business and its customers,
• Detail oriented with a meticulous and accurate approach,
• Planned and organised with an ability to multi-task, confidently problem solve and effectively manage deadlines,
• Driven problem solver who is self-motivated and takes initiative to find solutions,
• Confidence with a belief in self and their own abilities, demonstrated through clear and concise communication,
• Patience, with the ability to accept or tolerate delay without becoming anxious or frustrated,
• Flexible and adaptable to change and are open to experiencing, developing and driving new processes and situations,
• Shows decisive actions with sound and practical delivery that adds real value to the organisation,
• Focused on client success, looking for ways to improve relationships and processes while keeping client's best interests in mind.

Knowledge & Experience-

• Experience in Service Delivery and project management.
• Knowledge of cyber security, cloud, or IT essential.
• Minimum 5 years effective experience within IT, Project Management or Service Delivery roles,
• ITIL 4 Certified,
• 3-5 years leading large complex, high profile, and long-term customer engagements,
• Ideally you will have experience in working with service management platforms, preferably ServiceNow.
• Ability to articulate business implications and risks in relation to the business.
• Strong written and verbal communication skills to clearly explain concepts.