Service Delivery Manager, QLD

An exciting opportunity has become available for an experienced Technical Service Delivery Manager to join our Brisbane team.
 
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.

Personal attributes that will lead to your employment:  

• 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

Experience and Knowledge Sought:  

• 3+ years' Service Delivery
• ITIL Certified
• 5+ years background in IT technologies and solutions
• 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