Tom Michael

Connect with Tom on 02 6108 4878, via email, or via LinkedIn

Program Management

POSTED 1st Jun, 2022   REF NO. BBBH16324

Service Delivery Manager

This organisation understands that behind every successful business are the dedicated and skilled people who make it happen. They are built on foundations of agreed behaviours and principles that all employees feel connected to. Team members are highly engaged and work collaboratively to achieve business goals.

The Opportunity

You’ll be a valued as a key person in the rollout of strategic outcomes, as you help deliver quality, premium services to customers.

This is a great opportunity for a team leader to make a career move to a management position. You’ll be reporting directly to (and working with) a high performing Service Delivery Executive who will guide you to success as you embark on your new career journey with a more strategic perspective.

The Role

You will work in the cloud support operations team, coordinating ITIL based services, onboarding new customers, and managing services under contract and within service levels. This includes:

  • Onboarding and managing the valued cloud support customers
  • Managing and coaching staff to deliver a high standard of customer service
  • Monitoring and reporting on Service Levels
  • Implementing processes and process improvements
  • Mentoring and working with staff to define a personal development plan to encourage and support high technical certification rates
  • Undertaking major incident management activities during service disruptions
  • Handling any service complaints
  • Undertaking IT Service Management functions such as Incident, Problem and Escalation
  • Coordinating backfill and resourcing where required

Your Background and Experience

You may be an experienced Operations Manager or Service Desk Team lead looking to take the next step.

  • You have experience in a team leadership role
  • You have extensive experience with ITSM tools and methodologies (e.g. ITIL)
  • You have an IT background and matching experience on an IT Service Desk
  • You have customer Service experience

Salary / Rate

  • $150k – $180k per year + Super
  • Great opportunity to grow or mentor within an inclusive team
  • Australian citizen with valid police check & willingness to obtain a clearance

How to Apply

To apply online, please click on the appropriate link.

Alternatively, for a confidential discussion, please contact // Tom Michael // on 02 6185 4031 quoting ref no. 16323

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