Service Delivery Leader

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)
You’ll be joining our Service Delivery Management team, where we manage the service delivery relationship between Datacom and our valued customers. As a Service Delivery Leader, you’ll be responsible for ensuring your team are building customer relationships; understanding the customer delivery drivers and that the alignment of our services is of the quality and cost-effective delivery, to meet business needs and challenges for both parties. You will work closely with the extended Service Delivery Management team across ANZ, key customer stakeholders, internal delivery teams, and key vendors, acting as a pivotal integration point to ensure constant progression is delivered of services and projects to our customers.
You will be responsible for aiding team growth in role, ensuring quality service delivery management activity and uplift is being demonstrated to our customers and internal teams. While aiding with planning for success in driving forward goals as set by our business executives.
Our offices are based in Wellington, we like to bring people together in person when we can, but we are mindful of the benefits of working from home for work-life balance. We therefore leave it to you and the team you join to figure out what works best
What you’ll do
**As the Service Delivery Leader you will be focused on**:

- Managing the service delivery management relationship of the team with our customers, ensuring relationships being built have foundations of trust, that contractual obligations are met and we are constantly assessing for risk and improvements.
- Assessing customer sentiment and survey feedback across the customers in your region, to drive consistency in service delivery and trust.
- People leadership day to day activities, supporting resource planning and scheduling to ensure delivery capabilities meet demand.
- Acting as the integration point between Senior Customer contacts, Datacom teams, and supporting Vendors.
- Supporting and encouraging our team members to enable success in our business goals and uplift of their skillset delivery to our customers.
- Participating with solution improvements.
- Overseeing the success of transitions from project delivery readiness to permanent delivery teams.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.
What you’ll bring
**Required experience**:

- Significant experience in Service Delivery Management, preferably with managed accounts or enterprise clients.
- Service Delivery Management in complex, multi-faceted environments.
- 10+ years of relevant industry experience, including managing executive customer relationships.
- Strong people leadership, to meet performance targets, including driving and embedding change initiatives.
- Experience leading initiatives that drive operational transformation and service improvement of a team.
- Extensive experience in Service Delivery and understanding of what great service delivery management looks like to support customer businesses.
- Strong financial management practices with understanding of costs, utilisation, and revenue.
- Proven ability to identify risks, issues and opportunities, to guide your team on their account successes; while aiding the business to deliver quality outcomes.
- Excellent relationship-building and communication skills with varied stakeholders.

Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to 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.