General Manager - Service Delivery
Datacom, Australia
Job Description
Our purpose
Here 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 the Role
As General Manager Service Delivery, you will be part of a Leadership Team delivering services to a large government client. Specifically, you will be responsible for all customer facing services including ITSM, Service Desk, VIP and Deskside support. You’ll manage relationships up to the SES Band 1 level and as a key relationship owner you will be responsible for understanding customer business challenges and ensuring services are delivered to a high quality.
Please note that due to the customer you’ll be helping us to support, we can only progress with Australian Citizens who are able to obtain and maintain a Baseline Security Clearance.
This role is based in Canberra due to onsite customer requirements and our ask is that you are able to be onsite a minimum of 3 days per week.
What you’ll do
As General Manager Service Delivery you will be focused on:
- Working closely with the customer and internal teams to ensure that we are delivering to agreed service levels across our service management stack this includes ITIL, VIP and Desktop support
- Maintaining accurate financial, service delivery and capacity plans
- Optimising service delivery to enhance service levels and financial margins
- Ensuring the professional and functional skills profile of team is setup to deliver to financial budgets and customer expectations
- Working with the Sales team to manage service capacity in line with the pipeline of demand
- Building and maintaining an effective relationship with customer stakeholders and acting as a point of contact for customer escalation.
We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.
What you’ll bring
Required experience:
- IT service delivery and service management experience, understanding at a high level the technologies that we deliver for our customers
- Experience managing service delivery within an outsourced environment
- Exceptional stakeholder management, with a laser focus on customer experience
- Ability to manage cross functional teams, problem solve and bring people together to achieve a win win outcome for everyone.
Nice to have:
- Experience working with Federal Government Departments.
Culture and Benefits
Datacom is ones of Australia and New Zealand’s largest suppliers of Information Technology professional services. As an ANZ company, we have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.