Service Delivery Manager

Company description:

ATTURRA OPERATIONS PTY LTD

Job description:

Why is this an exciting opportunity?

Atturra is one of Australia's fastest growing ASX-listed advisory and IT solutions companies.

The Managed Services area of Atturra's business offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have decades of experience in the industry. This experience coupled with our people, makes us one of the most complete and leading "as a service" providers in the market.

With over 900 employees working across Australia, New Zealand, Singapore and Hong Kong, Atturra works on some of the highest profile projects in Australia. The depth, breadth and scope of our projects means you are continually developing your skillset and the value you can deliver. These are projects that are making a real difference in people's lives.

What our people say:
"We are working towards a very bright future."
"It's a company with vision and a promising future."

Why you'll love working here

Culture of possibility
At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning and smart work practices.

A strong set of company values
Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits

• Employee benefits, recognition, and wellbeing platform
• Career growth via succession planning, internal promotions, and mentorship opportunities
• Ongoing investment in professional development through industry and technology certifications and study assistance
• Mental health support through our Employee Assistance Program
• Support for family and caring responsibilities, including paid parental leave
• Employee referral program, with monetary incentives offered

What our people say:
"Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard."

What you'll be doing

This role is responsible for the successful engagement and delivery of Managed Services contract commitments in line with the company Service Delivery Management framework and within time, budget and performance objectives for one or more clients.

The role is measured on meeting contracted client outcomes while delivering commercial return to the business. Driving high client satisfaction and positive culture are additional success factors of the role.

• Understand the Managed Services contract in place and ensure this is being delivered to the client, SLAs are met and client expectations are aligned.
• Build relationships with the Internal teams, customer stakeholders and technology partners to ensure contracted services are planned, scheduled and delivered
• Build and deliver customer reports as per contractual agreements
• Manage formal communications in line with a Communications Plan that includes various different Service Delivery meetings with relevant stakeholders
• Ensure all client clients data under the remit of the contract is always protected. Escalating immediately if this is not in place.
• Ensure change control processes are being adhered to for all activities across the contracts you oversee.
• Ensure all assets under the service are tracked, either in a CMDB or other acceptable means, and the environment current state, risks and improvements are documented.
• Create a channel of communications to the wider teams to ensure services over and above the base contract(s) are understood, tracked and added to monthly reports.
• Ensure any consumption bases services, monthly fees and commercials comply with the contract and periodic invoicing is carried out in a timely manner.
• Track a continuous improvement register with actions and owners across the client and our internal teams.
• Create and maintain a service catalogue for allocated Managed Service contracts
• Demonstrate continuous service improvement resulting in cost effectiveness, efficiency gains and value
• Ensure and monitor that processes are in place to pro-actively protect consistent service quality
• Champion team working and knowledge sharing throughout all Managed Service contracts
• Play an active role in new business opportunities including the delivery of additional services and projects
• Establish and maintain a regular Service Level review process for allocated Managed Service contracts
• Manage the ongoing development, administration and maintenance of the Managed Service Framework in line with the Quality Management Systems and ITIL standards

Working Conditions

• Based in Deakin, ACT
• Permanent full time
• Hybrid work

What will make you successful in this role?

• Excellent communication, negotiation, and business relationship building skills
• Ability to take strong ownership of role and work autonomously
• Experience working in a fast-paced environment, with the ability to adapt to frequent change and be able to work a flexible schedule
• Ability to work under pressure and with multiple priorities
• Ability to prioritise, organise and manage multiple tasks extremely well
• Ability to foster collaboration across teams and individuals
• Outcome driven
• Ability to communicate up and down the management chain, providing the appropriate level of detail and focus on the right information
• Ability to coach and mentor employees
• Practical experience in the delivery and execution of Managed Service Contracts
• Experience with governance processes and the ITIL Service Delivery management framework
• Excellent planning, reporting and documentation skills

Education & Qualifications

• Required - Baseline Security Clearance
• Required - ITIL Foundations (v4 preferable)
• Desired - ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement

How to apply

Careers | Atturra
https://atturra.com/au-en/careers

Recruitment Agencies/Headhunters:
We got this covered. Our Talent Acquisition team is working on our hiring demands and will reach out should we need extra support. Atturra only accepts referrals from agencies on our official supplier list via Agency Portal. Agencies are required to go through our procurement process, have an approved fee agreement, and be invited to participate in hiring for a job opening by the Atturra Talent Acquisition team. Any profiles or referrals submitted outside of this process will be deemed invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team for any hiring-related queries. To become an official supplier, send an expression of interest via ***************@atturra.com.

Atturra is passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and Inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.