We are looking for an enthusiastic Senior Service Delivery Manager to join our growing team in Sydney or Melbourne.
We are Orro Orro is an Australian technology success story with offices in Melbourne, Sydney, Perth, Brisbane and internationally in the Philippines and London.
Orro is a secure network and digital infrastructure provider trusted by some of Australia's biggest brands to deliver them the future now, meeting the ever-changing needs of their markets, and our world.
We lead the industry in designing, building, and operating digital infrastructure – providing greater efficiency, performance, agility, and resilience.
Our end-to-end solutions, including cloud, collaboration, cyber and data services, take the stress out of tech for more than 400 businesses and over 20 million Australians every day.
However, we never forget our job is to connect people, not machines.
So, we take the time to get to know our clients and learn how they like to work.
It means we understand not just what they need now, but what they'll need next.
About the Role As part of the Service Management team, the Senior Service Delivery Manager will own the operational service delivery and be a dedicated, visible and highly responsive communication 'bridge' for operational matters between Orro and the client.
The Senior Service Delivery Manager will have exceptional senior stakeholder management capability, responsible for the successful operational management of the client's environment, acting as an escalation point for both internal and external stakeholders, driving continual service improvements and ensuring a high level of client satisfaction.
Operationally, the Senior Service Delivery Manager will keep on top of operational issues and outages in real time, ensuring all support and delivery related escalations are resolved and customer communication is managed effectively to minimize impact to the business.
This role requires someone who can work with senior stakeholders to identify opportunities for service delivery improvements, put forward recommendations and effectively influence outcomes resulting in business improvement.
Position Responsibilities
Providing excellent senior stakeholder management and communications.
Providing operational leadership and oversight of the clients in-scope environment, ensuring delivery compliance and contracted reporting to the client.
Ensuring all contracted SLAs are met or exceeded.
Managing the day-to-day client relationship as the first point of call for escalations and queries from the customer and internal teams.
Providing expertise in IT service management (ITSM) best practices and maintaining a holistic view of service delivery that spans technology and organizational boundaries.
ITSM process review will be a key deliverable, reviewing incident and problem management practices and client reporting.
Ensuring asset management accuracy and timely updates to the CMDB.
Establishing Service Improvement Plans (SIPs) where needed and owning the completion of all identified actions.
Ensuring all support and delivery-related escalations are resolved quickly and efficiently, and customer communication is managed effectively to minimize impact to business.
Attending Major Incident Management (MIM) calls as required and leading the Orro response to the incident.
Working with Incident Managers and engineering teams to create Post Incident Reviews (PIRs) and then ensuring actions arising are completed.
Identifying risks and working with the customer towards satisfactory risk mitigation plans and outcomes.
Skills, Knowledge & Experience
We are looking for a seasoned Senior Service Delivery Manager with extensive contractual experience and proven senior stakeholder management capability.
The Senior SDM will have at least 5 years' experience in similar senior operational roles and a good mix of the following skills, knowledge & experience: Excellent understanding of operational contract management and associated reporting.
Sound understanding of ITIL and operational support processes.
Excellent written and oral communication including communicating in pressured situations to manage scope and expectations.
Demonstrated ability in proactively building relationships with key stakeholders/customers, peers, and colleagues at all levels.
Understanding of the main telecommunications carrier and integrator technologies / products.
Strong level of commercial acumen and stakeholder engagement capability.
Aviation industry knowledge would be an advantage.
Qualifications
Formal tertiary qualifications in IT, Engineering or Telecommunications or equivalent knowledge.
At least 5 years in similar senior operational roles Project Management certification (nice to have) Why Orro?
Orro is an exciting Australian technology company with a wealth of experience and expertise.
We welcome and celebrate diversity of perspectives, background, and experience.
We are committed to creating a workplace that supports diversity of all cultures including LGBTQI and those living with a disability including those on the autism spectrum.
If you require any assistance with submitting your application or need to discuss reasonable adjustments in the recruitment process, please get in touch with us on our website.
We are also a company that takes its Corporate Social Responsibility seriously and we try our best to positively impact society and the environment in all possible ways.
What's in it for you?
An opportunity to join a rapidly growing national organisation – we were recognised as one of Australia's fastest growing companies, making the 2021 AFR Fast100 list.
The chance to be empowered, take responsibility and facilitate your own leadership skills in a dynamic and supportive environment.
A competitive remuneration package and all tools of trade are supplied.
An opportunity for career advancement as we continue to expand with opportunities within our cyber, cloud, collaboration and network divisions.
We also support our staff and their loved ones in a variety of ways, including public holiday swaps to support family responsibilities and diversity with religious holidays.
Parental and caregiver leave policies, flexible working, Orro-wide mentoring program, and an emerging leaders development program.
Submit your resume, including a cover letter through the link below.
Your cover letter should be no longer than one page, explaining your suitability for the role.
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