Service Delivery Manager

Brennan; Adelaide; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Training and certification bonuses

Culture Awards

Annual team trip for top performers

Social activities

Discounted hardware and software

Learning and development environment

Job summary

A leading IT services company in Adelaide is seeking a Service Delivery Manager to oversee key client relationships and ensure high-quality service delivery. The ideal candidate will have at least 3 years of experience in service management, possess strong technical knowledge, and excel in a customer-focused environment. This full-time role offers competitive remuneration and benefits, aiming to enhance operational efficiencies and client satisfaction.

Qualifications

• Minimum of 3 years’ work experience in a senior Service Management or Customer role.
• Demonstrated ability to position and present at a C-suite level.
• Ability to work within a team and achieve results through others.

Responsibilities

• Preparing and presenting client operational reporting at monthly meetings.
• Client SLAs and Reporting.
• Driving future technology roadmaps for the client.

Skills

Customer service

Technical knowledge

Negotiation

Organization

Time management

Education

ITIL Service Management accreditation

Tools

ITSM service delivery concepts

Job description

Brennan Adelaide, South Australia, Australia

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Brennan Adelaide, South Australia, Australia

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Brennan. Where true performance thrives.

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

It’s a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan

True performance for our customers starts with a true belief in our people.

It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities
• Discounted hardware and software
• An environment that embraces learning and development
  
  

The Role

Reporting to the Service Delivery Manager Team Lead, we are looking for a Service Delivery Manager (SDM) to join our team on a full-time permanent basis in our Adelaide office. You will be assigned a patch of larger, strategic, clients to work jointly across with an Account Manager/Business Development Manager. You will own the key Service Delivery relationship, delivering excellence in service assurance, liaising with internal technical staff on behalf of the client, provide generalist network consultancy, be “application aware” and assist with uncovering growth opportunities with the client through new or product upgrades.

A successful candidate in this role would have a good balance between customer service, technical knowledge and experience dealing with C-level executives. They will have to come from an MSP/Systems Integrator background.

Your Responsibilities Include But Are Not Limited To

• Preparing and presenting client operational reporting at monthly meetings
• Client SLAs and Reporting (including driving enhancements)
• Scope and Change Management
• Major incident management
• Driving future technology roadmaps for the client
• Recognised as a subject matter expert in Service Management Operations
• Continuously improve operations and client engagement
• Customer Satisfaction (measured by NPS)
• Assist in development of ITIL Aligned Service Processes
• Continual Service Improvement Plans (CSIP) for client patch
• Relationships with Service Desk and key resolver functions
• Relationships with Account Management and key commercial functions
• Develop deep understanding of client’s business including orchestration of strategic business planning, roadmaps and workshops
  
  

What skills and experience you will bring to the team:

• Minimum of 3 years’ work experience in a senior Service Management or Customer role
• ITIL Service Management accreditation
• Strong working knowledge of ITSM service delivery concepts
• Demonstrated ability to position and present at a C-suite level.
• Demonstrated ability to lead and collaborate with a multi-disciplined team.
• Demonstrated skills in negotiation, organisation, and time management.
• Ability to work within a team and achieve results through others.
• Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers.
• Ability to manage and implement change - change agent and ambassador.
  
  

NOTE: As part of our hiring process, you will be required to undertake a National Criminal History Check.

Brennan is an equal opportunity employer.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management

• Industries

  IT Services and IT Consulting

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