Address An exciting opportunity has become available for an experienced Technical Service Delivery Manager to join our Sydney team!
At Nexon, we offer more than just a job. We provide a supportive work culture with the following benefits:
About Us:
Our story is shaped by a uniquely broad suite of digital solutions and an industry-leading customer care model. We bring understanding, flexibility, lateral thinking, and a passion for supporting our clients to grow, and prosper.
Join Nexon and become part of a journey where every day is an opportunity to innovate, learn, and contribute to a culture that celebrates success, growth, and prosperity. If you're ready to be at the forefront of the digital revolution, Nexon is the place for you.
In this position, you will be responsible for:
- Maintaining key client relationship, first point of contact and liaison
- Major incident management, Escalation, Problem, Change and Release Management
- Accountable for measuring, monitoring, and meeting service level targets
- Accountable for streamlining operations and provide an outstanding client experience through proactive monitoring and alerting, efficient ticket management and the automation of repetitive technical and process driven tasks
- Accountable for the successful onboarding of new managed services clients
- Undertake continual risk management and service improvement initiatives for your areas of responsibility, including core platforms relevant to support services
- Manage and review service quality to ensure the successful delivery of support services to key client account
- Play a proactive role in fostering collaboration between Technology Services teams
- Participation in continuous service improvement initiatives to drive efficiency and automation through innovation
- Prepare and attend monthly service review meetings with key clients including emergency meetings as required
- Provide regular internal and external reports, on the teams operations, services levels and other measures as required
- Manage and conduct performance reviews for your team, and all daily, weekly and monthly management tasks and discussions to maintain a happy, healthy and engaged team.
- Easily connects with a broad range of people
- Builds trusting and open relationships
- Communicates clearly and effectively with a diverse range of people
- Positive, resilient and high-energy
- Manages sensitive and confidential information with absolute discretion
- Enjoys mentoring and coaching their employees to their full potential
- Focuses on the important and filters out the unimportant
- Delivers pragmatic and efficient solutions, in a timely fashion
- Loves finding efficiencies and streamlining processes
- ITIL Certified
- 6+ years background in IT technologies and solutions
- 2+ years commercial IT Management experience
- 2+ years proven Project Management experience
- Experience in and understanding of the Managed Services Environment
- Demonstrable experience with client and issue management
- A technical background and maintained understanding of current technologies and solutions
At Nexon, we offer more than just a job. We provide a supportive work culture with the following benefits:
Tailored Work-Life Harmony:
- Embrace a personalised work experience with our Hybrid Working model, allowing you to balance professional success with personal well-being.
- Fuel your career aspirations with endless professional development opportunities, clear advancement pathways, and enticing employee referral bonuses. Your success is our priority.
- Experience a culture that cares – from Mental and Physical Health initiatives, fun-filled Anniversary Celebrations, to engaging in Community Giving. We prioritise Diversity & Equity, creating an inclusive workforce where everyone thrives.
All candidates must have full permits to work in Australia.
Aboriginal and Torres Strait Islander People are encouraged to apply.
