Service Delivery Manager

Location
Greater Adelaide SA
 
Full job description
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.