Service Delivery Manager | Customer Success

Service Delivery Manager | Customer SuccessVISITS is a leading Managed Service Provider with a growing team in Melbourne, Sydney, Brisbane, Perth and the Philippines.Highly respected by our clients, we pride ourselves on delivering an outstanding customer experience and excellent employee experience. We only hire the best people who share our passion and values.We are looking for an experienced Service Delivery Manager to join our team on a full-time, permanent basis in Melbourne.Your RoleReporting to the COO, you will cultivate and maintain strong client relationships. You will own the Service Delivery relationship to ensure we deliver excellent service outcomes to our clients.You will have a strong understanding of ITSM principles and how IT companies operate. You will have a high level of technical knowledge and understand the products and services in the VISITS portfolio.You will bring a passion for customer service excellence and an ability to work with internal and customer stakeholders including C-level executives.Your ResponsibilitiesService Delivery Excellence

• Be accountable to clients for overall Service Delivery outcomes.
• Meet regularly with clients to review the status of products and services including active and completed projects, changes, problems and critical incidents.
• Prepare and present client operational and service reports.
• Strategically liaise with clients around their issues register/roadmap.
• Act as the primary point of contact for clients for non-BaU matters or escalations.
• Oversee client communication during critical incidents, problems, changes and projects.

• Review client feedback, team input and performance data to implement changes to improve service quality and efficiency.

Contract Management

• Manage contracts for the delivery of IT services to ensure customer satisfaction, contract compliance and delivery of value.
• Ensure VISITS is meeting service obligations and drive continuous improvement in operations and client engagement.
• Assist with the resolution of any service issues or billing enquiries.

Collaboration

• Although this role does not have direct reports, you will work closely with the Service Team including Service Delivery Coordinators, Project Coordinators and the Sales team (Account Managers and Product Sales) to ensure cohesive Service Delivery.

Experience

• Minimum 3 years' experience as a Service Delivery Manager, including with customers of 100+ seats.
• Strong knowledge and experience of ITSM processes, including driving service initiatives.
• Demonstrated experience in project management, Service Delivery, client management and leadership.
• Exceptional stakeholder management skills, including an ability to build support for improvement initiatives. Strong negotiation skills.
• Demonstrated experience to present at a C-suite level.
• Although this is not a technical hands-on role, you must have a thorough conceptual

understanding of the products and services we are providing and
managing for clients. These include Microsoft 365/Azure, cloud, security, modern workplace and networks.

• Ability to investigate and find solutions to process, technical or business issues.
• Previous experience working for an MSP or similar business is a significant advantage.

Your Benefits & PerksWe value our staff and offer competitive salaries and plenty of employee-focussed benefits. We offer all staff a personalised training and professional development plan to assist you with your career progression.Our Melbourne head office in St Kilda Road is a great place to work with breakfast, snacks and light lunches supplied, a cafe-quality coffee machine, located close to public transport and lots more!We have a great team culture and organise regular social gatherings, including Friday Night Drinks.Majority based in our office or visiting customer sites, this role also provides flexibility to work from home.Other perks include:

• Novated leasing, including FBT-free leasing of electric cars (where eligible).
• Savings on IT equipment and home NBN, which you get at cost.
• Access to company cars.
• Optional participation in charity and fundraising events for mental health and similar causes.