Senior Service Delivery Manager
Datacom, Australia
Job Description
Our purpose
At Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
About Datacom
Here in South Australia, we have over 1,400 amazing people delivering services for customers in our communities and across our global offices our team extends to over 6,200 people. With an annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centres, providing IT services, software engineering and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients. Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.
About the RoleThe Senior Service Delivery Manager role is responsible for ensuring customer satisfaction is high by providing quality services delivered to customers in accordance with contracts. This role provides a single point of contact for clients in relation to the provision of contracted services and is responsible for aligning the customers’ requirements and expectations with Datacom’s service levels.
The key responsibility of the Senior Service Delivery Manager is governance across all areas of a service(s) including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. This role also holds Datacom to account for quality and customer experience.
About youSkills
- A passion for delivering great service to customers.
- Excellent customer relationship building and management skills with strong influencing and persuasive ability.
- Manage towards positive solutions by having an ability to bring people and teams together to find outcomes-based solutions.
- Proven negotiating and commercial contract skills with the aptitude to ensure win/win situations for all parties through strong business acumen.
- Pragmatic approach to problem solving with the ability to work on complex issues through analysis of situations, variables, or data.
- Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.
- Ability to network and develop productive relationships with customers, stakeholders, and suppliers. Ability to work in large, collaborative teams to achieve organisational goals.
- Strong consultative and planning skills. Ability to escalate with a solution focus.
- Strong financial management skills.
- Natural leadership with the ability to frequently interact with a variety of stakeholders and team members.
- Minimum 5 years’ experience in a Service Delivery Manager role managing contracts for the delivery of IT services with a history of high customer satisfaction, contract conformance and delivering business value.
Knowledge
- Detailed understanding of service management methodologies, processes and industry standards including the ITIL framework.
- A curiosity for understanding of customers’ business strategy and alignment to service value.
- Sound understanding of technical concepts and frameworks.
- Broad and deep understanding of technical infrastructure projects and related technology dependencies.
- Demonstrated experience of contract, commercial and financial concepts.
Experience
Essential Qualification
- ITIL Foundations Certificate V3 or above
Role and Responsibilities
Client relationship management.
Contract and commercial management.
Leading Development.
Delivering customer reports detailing SLA/KPI performance insights and recommendations moving forward.
Delivering operational reporting to Datacom management detailing service delivery and highlighting any risks with risk mitigation strategies.
Ensuring regular client meetings are maintained that discuss and review customer experience.
Financial Management
Why you want to join us
At Datacom we believe that doing good, is good for business. We’ve maintained our local family feel whilst expanding globally, across Australia, ASIA, US and the UK. Our brand and reputation depend on ‘proving the promise’ and we aspire to be the trusted advisor for our customers across Government and the private sector from enterprise scale to regional business.