Management Service Delivery Manager II Booragoon, Perth, WA Posted: 4/26/2024 Job Description Job ID#:
56909
Job Category:Management
Position Type:Full Time
Details: Job Responsibilities:- Transforms client direction into a strategy to create and deliver services and solutions based on established global internal corporate strategies as well as capable to execute a customized services plan.
- Contributes significantly to the customer through experiences, thoughts and findings.
- Responsible for the establishment, implementation maintenance and continual improvement of the health and safety management system.
- Leads the client services team"s accountability for the continuing developments of customer programs through his or her field knowledge and interactions with the customers
- Accountable for client satisfaction
- Accountable for mentor and lead the Australian Delivery team
- Accountable for Employee satisfaction, & Health and Safety
- Accountable for Profit and Loss, budgeting and forecasting
- Act as Single Point of Contact (SPOC) for client(s)
- Provide leadership, direction and coach/mentor team
- Implement, monitor and adhere to Best Practices
- Implement process improvements
- Manage to Scope of Work and Change of Scopes
- Assist with new launches or new business with client(s)
- Assist with invoicing
Success Criteria
- Exceeds the customer"s expectations in terms of quality, SLA achievements, client satisfaction and innovation
- Establishes and maintains working relationships with various internal entities to create a comprehensive, well designed, sustainable set of key deliverables ( including targeted research personal coaching sessions, scripted analyst sessions, involvement with appropriate events etc. )
- Key Metrics: Profitability targets, Client Satisfaction, SLA achievement, Safety KRA"s
- Bachelor"s degree or four year equivalent preferred
- Ideally a minimum of 5 years experience working in IT management role or some combination of 5 years in IT operations and account management
- In-depth understanding of IT industry dynamics
- Account management experience, such as client management, budgeting, forecasting, profit/loss
- In depth understanding of the business value of IT and the alignment of Business and IT strategies
- Excellent relationship skills
- Critical thinking and problem solving skills
- Superior verbal, written, facility and presentation skills
- Collaboration and team leadership abilities
- Effective time and project management skills
- ITIL Foundations experience a plus (for ITO Service Delivery)
- Some travel may be required
Based on Experience
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