Service Delivery Manager - Strategic Customers

Service Delivery Manager - Strategic Customers

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Bendigo Telco is a YOUR technology specialist partner with a difference. We exist to help our customers and communities grow and succeed by providing better technology-based services and a partnership model that gives back to the community.

We do this by employing great people, providing competitive relevant voice, data networks and IT managed services.

Our Purpose

Customer and Community success – our commitment.

Bendigo Telco was created in 2000 by the Bendigo Bank and a broad group of large Bendigo businesses that wanted better access to telecommunications technology. Based on the ‘community banking’ model made famous by the Bendigo Bank – Bendigo Telco was conceived as a telco that would support the needs of the local community.

Since then, we have expanded from our presence in Bendigo to having offices right across Australia. We deliver a wide range of ‘telco’ services, but our focus is on the business sector. We implement Virtual Private Networks, Cloud Services and a broad range of telecommunications services leveraging the wholesale agreements that we have in place with Australia’s largest carrier service providers. With the growing complexity of technology and cyber security we also offer our customers a managed service supporting all aspects of technology leaving customers to be able to focus on the growth of their business.

Our Vision

To be your preferred technology partner

The Role

The Service Delivery Management team provides fast, effective, and reliable service and support to our customer Business. This team monitors our quality of services and proactively works closely with our customers to identify problems and opportunities to continue to drive business value to our customer’s businesses.

Our team is composed of passionate and dedicated professionals who care deeply about our customers and solving their Business problems. We offer a blend of service management, strategy and opportunity management to ensure seamless business continuity for our customers.

The Service Delivery Manager (SDM) is a pivotal role within our business, responsible for ensuring we meet or exceed customer expectations through service level agreements. The SDM manages holistic, end-to-end service customer relationships and is crucial for customer advocacy. They influence service strategy and identify opportunities for continual service improvement.

The SDM will have a positive mindset, be adaptable to change, and inspire confidence while motivating our team to achieve outstanding outcomes. They will collaborate within their service area, across technology service lines, and with our customers. A solid understanding of ITIL service management is pivotal in this role.

The SDM will:

• Connect with our customers to facilitate easier business interactions.
• Support Account Management to ensure customers' pain points, requirements, and outcomes are understood and managed appropriately.
• Provide guidance, feedback, and direction to the broader Bendigo Telco teams regarding customer expectations.
• Demonstrate and educate the value of services to customers and Bendigo Telco.
• Identify and implement process improvements in collaboration with customers and Bendigo Telco.
• Build strong relationships with key vendors to ensure effective, operational SLAs are established and valuable.

Responsibilities Include:

Customer Experience

• Actively adopt and promote a positive culture that ensures that the Customers Experience is always delivered in a timely and accurate manner.
• Work with Service Owners and stakeholders to ensure a customer perspective and deliver a positive customer experience; focusing on customers’ needs to drive behaviors and outcomes.
• Commit to customer satisfaction, measured by % of stakeholders that feel satisfied with the service and outcomes provided.
• Ensure service delivery aligns with our customer's business needs.
• Ensure the correct business and customer engagement tools are implemented to support an outstanding Customer experience.
• Implement and manage cross-business processes to maintain product relevance for Customers.
• Recognize potential problem areas whilst being proactive in developing solutions and monitoring outcomes for the Customer.
• Ensure all communication relating to the Product and service is aligned with Customer experience.

Systems (Technology and Process)

• Responsibility to the ITIL process framework (Incident, Problem, Change, Service Orders) ensuring all service teams execute the process to ensure optimum Customer outcomes.
• Identify and implement process improvements across all ITIL processes.
• Develop standard reporting frameworks for your customer base, and provide ad hoc customer reporting when required.
• Identify opportunities to sell Bendigo Telco products and services to meet customer needs.
• Act as an escalation point for any project work within your customer base.
• Have visibility of and act as an escalation point as required for IT Change, Problem, and Incident Management.
• Manage Return to Service contracts with agreed Vendors.
• Build strong relationships with other Bendigo Telco Service Delivery roles to ensure understanding of customer requirements, issues, concerns, and adequate focus and delivery on agreed activities.
• Responsible for generating and assessing reports regarding Service Level Management (SLM) process metrics (KPIs).
• Accountable for creation and maintenance of appropriate SLM processes including SLAs with underpinning contracts.
• Responsible for implementing appropriate Service Improvement Plans.
• Develop continuous improvement strategies through analysis of service team performance, supplier performance, technology performance, and customer feedback to ensure value is recognized for the services provided.
• Ensure that customers are informed and supported during planned and emergency change windows.
• Plan and develop initiatives to ensure continuous service improvement.
• Participate in major incidents impacting customers to ensure proactive engagement.
• Assist Business Development and solutions designers with knowledge and solution advice.
• Drive a culture of process improvement within the team.

Operational Performance and Delivery

• Ensure all products and features are delivered efficiently with measurable metrics.
• Implement operational services with effective risk controls.
• Ensure Bendigo Telco meets or exceeds contractual obligations.
• Maintain awareness of vendor performance and act as an escalation point when needed.
• Provide feedback on operational performance to Service Owners.

Leadership and Strategy

• Build and maintain strategic relationships with partners supporting the Service Delivery framework.
• Serve as an escalation point for activities between the customer and Bendigo Telco.
• Act as the voice of the customer in operational forums; become a trusted advisor.
• Ensure consistent service management processes across teams.
• Build relationships with key stakeholders for effective outcomes.
• Understand problem prioritization and provide feedback.
• Research market trends and integrate relevant insights into strategy.
• Articulate options for strategy implementation.
• Lead innovation and new capabilities.
• Ensure compliance with all Bendigo Telco policies and procedures, including completing all risk and compliance training.
• Maintain and report on the risk posture of the service, report breaches, and manage risks appropriately.
• Model and coach staff on managing risk with controls in ITIL processes.
• Foster a culture of risk awareness and management.

Values

• Demonstrate behavior aligned with Bendigo Telco Values: Honesty & Integrity, Passion, Fun and Engagement.

Key Performance Indicators

• Customer Experience: Stakeholder satisfaction survey results, customer retention rate, engagement levels, and communication timeliness.
• Systems: Timeliness and accuracy of reports, opportunity conversion rate, escalation resolution time, service performance improvements.
• Operational Performance: SLA compliance, risk management adherence, and effectiveness of continuous improvement initiatives.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a service delivery manager?
• Do you have experience in a role which requires relationship management?
• Have you worked in a role where you had to identify user needs and form product requirements?
• What's your expected annual base salary?
• Do you have a current Australian driver's license?

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