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Service Delivery Manager

Beacham Group - Perth, WA

Source: uWorkin


r client is a growing IT Managed Service Provider who partners with key information technology vendors and key telco groups providing a "one-stop solution" for their quality customer base. Continued growth has created an opportunity for you to join them in a customer-facing IT Network Support capacity.
The Opportunity:
Due to continued growth, an opportunity now exists where they are currently looking for an experienced and driven Service Delivery Manager to join their team. The successful applicant will have proven experience in a medium to large organisation, know the language, and be client-facing. 

This role will suit your passion for being on the phone, getting out of the office and helping customers in the field, face to face, solving their IT and telco needs across hardware, software, and communications. You will have an opportunity to leverage your forever-growing passion and understanding of the IT world as you champion the technical team to success.

The Service Delivery Manager (SDM) will be responsible for assuring the quality and successful delivery of all managed services. The SDM is a critical stakeholder, program management, and customer relationship role. The SDM works with key internal technical stakeholders such as technical staff and account managers, senior management, and the sales team to ensure sufficient processes, procedures and controls are meet them. The SDM builds and maintains strong business and commercial relationships with the managed services clients and they will be overseeing the delivery of all services.

This is a team-focused role that will leverage your self-motivation and combination of interpersonal and technical / IT problem-solving skills, working across a large client set.
Skills will you need:

  • Initiative and a desire to lead and grow
  • Proven track record Service Delivery role
  • Ability to lead multiple managed service programs, working cross-functionally to identify opportunities for efficiencies, risks and mitigations, process improvements and service expansion/enhancements.
  • Excellent communication and interpersonal skills
  • Ability to lead the definition of service performance metrics and measures of effectiveness. Ensure these are reported on and any issues are highlighted to the management team. Measures are to include customer satisfaction.
  • Oversee information requirements for business performance reporting for Managed Services, this may include the approval of certain types of work if relevant for service profitability or efficiency tracking.
  • Manage the Statements of Work and contract documentation to ensure they are acceptable and maintained. Ensure Statements of Work adequately manage service scope and quality and Service Level Agreements for a positive business outcome.
  • Provide leadership and expertise to support incident and service management processes, ensuring that resolver groups internally and with vendors are appropriately tasked and incidents are appropriately managed.
  • Act as the focal point for managing customer issues and escalations including critical incidents
  • The ability to comfortably discuss technology with clients predominately within the areas of Security and Office 365.
  • Assist with the development of plans and to oversee implementation of customer projects/operational requirements
  • Maintain issue and risk registers
  • Technical capability to identify and implement steps to mitigate technical risks
  • Produce, review, and deliver reporting for the assigned client portfolio
  • A current Australian driver's license and reliable car
  • Australian citizenship or permanent residency
  • Ability to work as a cohesive team member
  • A great sense of humor and the ability to get in and get the job done is a must! 

This knowledge will also help:

  • Experience with Connectwise and/or Kaseya is highly desirable 
  • MSP experience is highly desirable 
  • A good understanding of Risk Management.
  • A good understanding of project planning and management

What's in it for me?

  • A competitive salary relative to experience.
  • Access to ongoing training and development
  • Work with an experienced, dynamic & supportive team of professionals
  • Great benefits including monthly SDO, flexible working hours, regular team socials and many more

Here's your opportunity to take your career to the next step, working with a great mix of clients helping solve a mix of technical issues. You will get to take responsibility for tasks and see things through to a positive result and outcome.

Immediate start in Perth's CBD, Western Australia. 

Your important next step:
The specialist consulting team at Beacham Group welcome your telephone enquiry. For more detailed information about this specific career opportunity, or if you would like to discuss your future career plans with a specialist career practitioner and talent advisor please contacteither Ellen Dorizzi (+61 488 988 100) or Glenn Beauchamp (+61 8 6143 5000 or +61 411 116 966) in our Perth, WA office for a strictly confidential discussion.