Service Delivery Manager

Join our team as a Service Delivery Manager!

Are you a proactive individual with excellent communication skills? Are you passionate about building mutually beneficial customer relationships? We are seeking a talented Service Delivery Manager to act as a trusted point of contact for our valued customers, advocating for their needs within our organisation.

Specifically, you will:

• Serve as the primary liaison between our company and senior customer stakeholders, handling all Service Delivery matters.
• Engage in regular meetings with customer stakeholders, including weekly/monthly Service Delivery meetings, quarterly business reviews (QBRs), and ad-hoc relationship meetings.
• Provide urgent assistance to customers, collaborating closely with our Major Incident Management (MIM) teams.
• Act as an intermediary, ensuring a seamless relationship between our company and the customer, resolving any issues promptly and to the customer's satisfaction.
• Develop and oversee Service Improvement Plans to enhance the quality of our services.
• Keep clients and internal stakeholders informed of project progress and updates.

Own Technical Delivery:

• Collaborate with Technical Team Leads to provide leadership and high-level prioritization of technical resources, aligning them with customer expectations.
• Utilize your deep understanding of the customer portfolio to guide Technical Team Leads and engineers in resolving urgent customer needs.

Maintain Contract Management:

• Maintain a comprehensive understanding of assigned customer contracts, including contractual deliverables, billing specifics, and contract tenures.
• Review and approve monthly invoicing before it is sent to customers.
• Identify any contract deliverables that may not be met and take prompt action to rectify the situation.
• Administer contract annexures (MACs) for minor changes in scope and services.
• Assist sales teams in guiding the development of significant scope changes, as needed.

Requirements

• If you are a dynamic individual who thrives in a customer-focused environment, we want to hear from you! Join our team and make a significant impact on our Service Delivery and customer satisfaction. Apply now to embark on an exciting journey with us as a Service Delivery Manager!
• Excellent communication and interpersonal skills, coupled with the ability to prioritise and allocate technical resources, will underpin effective engagement with customers and internal stakeholders
• Demonstrated experience in maintaining and managing customer relationships and strong problem-solving abilities will ensure prompt resolution of customer issues
• Deep understanding of contract management and the ability to administer contract deliverables.

In addition, you will also probably have:

• Solid knowledge of an IT service management system, we use ITIL.
• Previous experience in IT Service Delivery Management role, working with similar technologies and responsibilities - and infrastructure and/ or consulting experience will be highly regarded
• Solid IT industry awareness; Understanding of basic networking, installation processes, security, office systems, client & server operating systems, email tools, ITIL & processes, storage, back-up, databases, public and Private cloud technologies

Benefits

As a valued member of ‘Logicalis Australia’ you will enjoy several benefits, such as;

• Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"
• Pick your own adventure: Our people have moved from Help-desk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we’ll fund you to learn it, so you can become it!
• Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
• Flexible, modern, working arrangements: Flexible model that allows for productive remote working and in person collaboration. #LI-Hybrid

*Do I need to meet all the requirements to apply?*

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – ie Confidence, Capability, Curiosity

About us

We are Logicalis, Architects of Change™. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

For people living with disabilities, chronic illnesses, or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.