Service Delivery Manager

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 descriptionThis 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 our business, and by doing so opens opportunities for us to deliver increasing value to the client portfolio.Tasks & responsibilitiesCustomer & contract delivery managementMaintain issue and risk registers for clientsPerform and maintain continuous improvement activities with clientsIdentify and document potential opportunities, and with ownership, drive through to successful implementationAct as a delivery subject matter expert and custodian for the assigned client portfolioRelationship ManagementMeet with customers on a regular basis to understand their needs and provide updates for ongoing workAssist 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 lifecycleTake complete ownership of the customer from a commercial / contract / account management perspectiveOpportunity engagementWorking with allocated customers, technical leads, and other members of staff, to identify opportunities and scope new servicesContribute to the ongoing development of the services portfolio to manage risk, and to heighten the value of our offeringsManage issues, risks, communications, variations and project closureDevelop business requirements and scopes for projects where the Service Centre will be the key delivery stakeholdersQualifications & experienceAt least 5 + years in a Service Delivery / IT service delivery role OR technical delivery roleAbility to identify customer requirements & opportunities for improvementAny experience in technical delivery across the Microsoft / Windows stack would be highly advantageous but not essentialThriving on a challenge and embracing the unknownTechnical 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, CitrixA proactive approach to problem solving and process improvementExcellent written and oral communication skills, with the ability to tailor language to the audienceHigh level of professionalism, customer service and relationship building skills when interacting with clients, vendors and internal staffDesirable but not a deal-breaker - experience working within an IT services / IT consulting / Managed services environmentBenefitsShort and concise interview processSalary package is base + super + BonusRole 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 desireRole has a bonus component which is easily attainable and financially rewardingPooled on-site parking options availableISO Certified businessEntering growth phase for the business, already sizeable & well-established in marketNo 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 innovateWork for a business that is a "Great place to work certified" and award winningEven management / owners get their hands dirty with the teamRegular culture activities & events to build comraderyVery good method of investing in staff in terms of certifications & industry recognised training / events in the tech spaceWork for a business with extremely low attrition rates and extremely high work satisfaction rates, measured weekly!Clear development plan to ensure your professional developmentAll paid for learning & development plan to ensure you stay certified & fulfilledLarge annual budget spent on social / team events / culture building activitiesNo mandate to work from the office, offering absolute flexibility to work hybridOffice is inner city & close to public transport (Train & bus), lot's of parkingDiscretionary bonuses availably for high performersA leadership team that truly careThe best work life balance you can get in a managed services environment, no on-call or unreasonable hoursWork for an MSP that genuinely look after their people & have a very respected name in the industryMost of our client's customers have been loyal to them for many, many yearsAustralian owned business that has grown organically into a large & highly reputable name in the marketHow to ApplyIf 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.