Service Delivery Manager

OUI Recruitment; Perth; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Certifications paid for

Autonomy over delivery

Enterprise customer base

Job summary

OUI Recruitment in Perth CBD seeks a Service Delivery Manager to own the service delivery function and manage projects end-to-end in a small, technically focused team.

The role sits between service delivery and project management, with autonomy over delivery processes and direct interaction with engineers and architects to ensure client satisfaction.

Qualifications

• Proven experience in service delivery, operations or project management within a technology business.
• Strong client-facing skills across all levels of stakeholders.
• Ability to run multiple workstreams without a PM team.
• Experience with ITSM and ticketing platforms; ITIL knowledge is advantageous.
• Experience with project management tools and methodologies.
• IT infrastructure or networking background is a plus.
• Cisco certifications (CCNA/CCNP) advantageous but not required.

Responsibilities

• Run day-to-day service delivery and ensure SLAs and client commitments are met.
• Manage projects end-to-end from scheduling through delivery and post-implementation review.
• Act as escalation point for service issues and coordinate with engineers to resolve.
• Build and maintain client relationships and manage expectations.
• Track and report service performance, project progress and delivery metrics.
• Identify and implement process improvements.
• Coordinate internal resources across delivery and project work.
• Assist with pre-sales and scoping where needed.
• Keep documentation accurate across service and project platforms.

Skills

Service delivery

Project management

Client-facing

ITSM

ITIL

Multi-workstreams

Tools

ITSM systems

Ticketing platforms

PM tools

Job description

OUI Recruitment is recruiting a Service Delivery Manager for a well-established technology integrator in Perth CBD.

It's a broad role that sits between service delivery and project management, so you'll need to be comfortable wearing both hats. Day to day you'll own the service delivery function, and you'll also run projects end-to-end rather than handing them to a PM team. There isn't one, which is the point of the hire.

The team is small and technical, so the work you do is visible. You'll have real say in how delivery gets run, with experienced engineers and architects around you to lean on.

• Tight-knit team where your work is actually seen
• Genuine autonomy over how the function operates
• Enterprise customer base
• Certifications paid for, with progression on offer

Roles and Responsibilities:

• Run day-to-day service delivery and make sure SLAs and client commitments are met
• Manage projects end-to-end, from scheduling through delivery and post-implementation review
• Act as the escalation point for service issues, working with engineers to get them resolved
• Build and hold client relationships, keeping people updated and expectations realistic
• Track and report on service performance, project progress and delivery metrics
• Spot process improvements and actually implement them
• Coordinate internal resource across delivery and project work, balancing competing priorities
• Assist with pre-sales and scoping where needed
• Keep documentation accurate across service and project platforms

Role Requirements:

• Proven experience in service delivery, operations or project management within a technology business
• Strong client-facing skills, comfortable dealing with people at all levels
• Able to run multiple workstreams at once without a PM team behind you
• Experience with ITSM and ticketing platforms, plus service management frameworks (ITIL advantageous)
• Experience with project management tools and methodologies
• IT infrastructure or networking background is an advantage
• Cisco certifications (CCNA, CCNP or equivalent) advantageous, not expected

Please note that applicants must be based in Australia with valid working rights to be considered.

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