Service Delivery Manager

Location: Melbourne
Job Type: Permanent
Reference: JO-1811-11162
Salary: $130000 - $145000 per annum
Contact Name: Kayla Gallo
Contact Email: kgallo@launchrecruitment.com.au
Opportunity to join as a Service desk Manager with one of the leading Cloud and managed services company based at Port Melbourne. As a Service Desk Manager, you will be acting as a key point of contact for customers with total responsibility for client operational performance and customer retention.


Responsibilities include:
  • Understanding and timely communication of impacts of changes and outages to the customer outlining the specific technology systems and applications impacted.
  • Participating in the incident, incident, problem, change and request fulfilment processes and act as the advocate between service delivery teams and the customer.
  • Driving to closure any issues or requests raised by the customer and ensuring the highest level of customer satisfaction.
  • Participating in account planning and strategy development, ensuring services are maintained and extension of service offerings are identified.
  • Ensuring continuous improvement plans are in place for all customer accounts, including account documentation and drive improvements in line with ITIL practices and disciplines.
  • Providing account leadership and technical guidance, acting as a key part of their "virtual IT' team.

The ideal candidate will have:
  • Extensive experience working in an operational service delivery function in a managed services organisation.
  • Excellent communication and presentation skills
  • Excellent negotiation skills
  • Excellent knowledge of all Cloud bases and managed services, service levels, processes and systems
  • Ability to work with technical teams to drive an outcome
  • Excellent leadership qualities

Contact
Prachi Nawathey
03 83999949