Senior Service Delivery Manager
4 weeks ago
Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow. About the Role (your why) The Senior Service Delivery Manager is responsible for managing the quality and cost-effective service delivery to Datacom customers. This role manages the technical/service delivery relationship with large, complex or high value customers. What you'll do Developing support delivery strategy and related processes, escalation procedures, and training.Acting as the integration point between customers, members of Datacom teams, and key vendors to ensure solutions delivered meet the customer's business needs and challenges.Participating with managers and engagement teams in defining, designing, costing, and scheduling solutions, developing, reviewing, and finalising the implementation plan, and achieving approval for medium opportunities.Providing guidance and advice to the wider Datacom team on the area of specialisation.Liaising between customers and technical support, product development, sales, and field service to identify opportunities for support delivery improvements, cost reduction, and value-add to the customer/client.Ensuring that Datacom's obligations under the terms of the customers' contract are met.Managing relationships between project delivery resources and Resolver Groups as required, including contractors, delivery sites, local field service, engineering, and supplier groups. Managing the transition of projects from the delivery readiness team to the permanent delivery team, engaging appropriate resources to staff subsequent engagement phases, securing engineering support, and facilitating cross-geographic resource alignment. Participating in resource planning and scheduling to ensure availability of resources for continued delivery of services in accordance with agreed timeframes and SLAs.Monitoring and reporting on the corrective action planning provided by the Delivery Teams to address non-conformance to SLAs.Managing and monitoring budgets by tracking and approving expenditures, controlling costs, validating vendor expenses, and anticipating and correcting forecasting errors.Managing the risk and impact of customer change requests, identifying service implications.What you'll bring Detailed understanding of service delivery methodologies including ITIL and Project Management disciplines.Sound understanding of technical concepts and frameworks.Broad and deep understanding of technical infrastructure projects and related technology dependencies.Strong financial management practices with a clear understanding of the relationship between costs, utilisation, and project revenue.Understanding of project management methodologies.10+ years of Account Management experience, with at least 3 years' experience in an IT environment. Demonstrated experience in managing people and teams. Financial management, including cost estimation and budget tracking and reporting. 5+ years' experience in an equivalent Service Delivery Manager role.Excellent oral and written communication skills with a wide variety of stakeholders.Excellent project management skills, and a proven record of successful staff management.Ability to prevent erroneous decisions to avoid critical delays in schedules and/or unite operations that may jeopardise overall business activities.Ability to work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.Ability to frequently interact with various stakeholders and team members, normally involving matters between functional areas, other Datacom divisions, customers, and the company.Exercises judgement in selecting methods, techniques, and evaluation criteria for obtaining results.Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.Ability to network and develop productive relationships with customers, stakeholders, and suppliers.Ability to work in large, collaborative teams to achieve organisational goals.Proven analytical and problem-solving skills. Excellent customer relationship building and management skills.Strong consultative and planning skills.Ability to escalate with a solution focus.Why join us here at Datacom? Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We 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. 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. You'll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. We operate at the forefront of technology to help Australia and New Zealand'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.
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