Tektalent has exclusively partnered with a technology service provider that is highly reputable & respected within Australia. Our client sits within the managed services world, however they have invested years of time, resources & effort into cultivating a culture of flexibility, balance, enjoyment, growth & respect, so much so that the retention rate is so high, that no one wants to leave the business.
They have literally won awards for being a great place to work multiple years in a row!
Our client services a number of high caliber customers within the Australian market from all shapes & sizes, offering implementation services, technical advisory, cloud services, IT modernization, managed IT support & more.
The competitive advantage of our client is that they provide HIGH quality service & capable technical support within an environment of highly satisfied team members who are achieving & feeling fulfilled.
This role is permanent & offers a flexible working environment to allow you the freedom to work from the office, or from the comfort of your own home.
Our client is based in Brisbane Inner City & conveniently located for easy access / commuting.
Role description
This is a traditional service delivery role with elements of customer success intwined. The SDM is a key relationship management and delivery resource in the Managed Services business. The core responsibilities of the Service Delivery Manager include consistent and efficient delivery of managed services to clients, understand the customer business needs and the role technology plays in relation to business goals.
The Service Delivery Manager builds client trust in the business, and by doing so opens opportunities for us to deliver increasing value to the client portfolio.
Tasks & responsibilities
Customer & contract delivery management
Maintain issue and risk registers for clients
Perform and maintain continuous improvement activities with clients
Perform quarterly reviews for selected clients
Be a focal point for managing customer issues and escalations including critical incidents
Assist with the development of plans and change requests to assist with the delivery and implementation of customer projects and operational requirements
Identify and document potential opportunities, and with ownership, drive through to successful implementation
Act as a delivery subject matter expert and custodian for the assigned client portfolio
Produce, maintain, and regularly report on customer roadmaps
Manage customer agreements in line with applicable budgets and identify when remedial activities are required
Relationship Management
Meet with customers on a regular basis to understand their needs and provide updates for ongoing work
Assist with translating technical requirements and concepts into language that can be understood by clients, and in conjunction with assigned Technical Leads.
Build trust and relationships which are in-line with contract terms and contract lifecycle
Take complete ownership of the customer from a commercial / contract / account management perspective
Opportunity engagement
Working with allocated customers, technical leads, and other members of staff, to identify opportunities and scope new services
Contribute to the ongoing development of the services portfolio to manage risk, and to heighten the value of our offerings
Manage issues, risks, communications, variations and project closure
Develop business requirements and scopes for projects where the Service Centre will be the key delivery stakeholders
Qualifications & experience
At least 5 + years in a Service Delivery / IT service delivery role OR technical delivery role
Ability to identify customer requirements & opportunities for improvement
Thriving on a challenge and embracing the unknown
Technical capability to identify and implement steps to mitigate technical risks reducing exposure to service impacts (Not expected to be hands on but understand the technical landscape and talk towards it) - Windows infrastructure, managed services / solutions, cloud, MS365, servers, networking, system administration, ITIL, service management, ticketing, Citrix
A proactive approach to problem solving and process improvement
Excellent written and oral communication skills, with the ability to tailor language to the audience
High level of professionalism, customer service and relationship building skills when interacting with clients, vendors and internal staff
Desirable but not a deal-breaker - experience working within an IT services / IT consulting / Managed Services environment
Benefits
Short and concise interview process
Role clearly progresses to a principal role or leadership - succession plan given at commencement of role with regular catchups to track, the role can also pivot into other areas of the business if you desire
Pooled on-site parking options available
Well structured and forward thinking business, they are not stuck in the past and are focused on delivering modern workplace technology / Azure / Microsoft 365 Stack & the latest tech for their clients
ISO Certified business
Strong vendor partnerships in-place
Not a sales role / no sales KPI's involved
Relationship management role with no sales targets
Entering growth phase for the business, already sizeable & well-established in market
No on-call and work 9-5, flexible work hours, hybrid friendly!
Ability to make a difference within an agile business who are not set in their ways, willing to adapt and change to be better and innovate
Work for a business that is a "Great place to work certified" and award winning
Even management / owners get their hands dirty with the team
Regular culture activities & events to build comradery
Very good method of investing in staff in terms of certifications & industry recognised training / events in the tech space
Work for a business with extremely low attrition rates and extremely high work satisfaction rates, measured weekly!
Clear development plan to ensure your professional development
All paid for learning & development plan to ensure you stay certified & fulfilled
Large annual budget spent on social / team events / culture building activities
No mandate to work from the office, offering absolute flexibility to work hybrid
Office is inner city & close to public transport (Train & bus), lot's of parking
Discretionary bonuses availably for high performers
A leadership team that truly care
The best work life balance you can get in a managed services environment, no on-call or unreasonable hours
Work for an MSP that genuinely look after their people & have a very respected name in the industry
Most of our client's customers have been loyal to them for many, many years
Australian owned business that has grown organically into a large & highly reputable name in the market
How to Apply
If you are a Service Delivery Manager looking for their next home, this could be the place for you.
Apply to find out more!
We look forward to speaking with you & sharing how our client may be your next home.
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