Digital61 are a Cloud first systems and security integrator that is passionate about ensuring our customers are digitally equipped to provide high quality services to Australians.
Our people love working with the latest technology and are excited to collaborate with new starters that share this passion, especially when they can bring a fresh perspective to the way we build solutions for our customers.
We are committed to technical development through training, mentoring, and coaching, so regardless of previous technical experience, we strongly encourage you to apply if you have an analytical approach to problem solving and learn best by doing so.
We embody these three principles in the solutions and services which we design, deploy, and manage.
Digital61 meets our customers' requirements with the simplest, standards-based solutions: simplicity is the key to system management and security.
Mobility Digital61 assist business to unlock the inherent mobility embedded in cloud: ensuring mobility is deployed in a secure and stable manner, without disruption to existing processes.
Security Digital61 builds security into all services and solutions: providing accredited IRAP assessors (Infosec Registered Assessors Program) and security analysis capability to all managed services.
The Role We are seeking an ICT Service Delivery Manager to join our growing Managed Technical Services team.
As a technology leader we focus on the delivery of high quality and sustained outcomes for our customers.
You will be the key person in the delivery of quality, premium services to our customers reporting directly to, (and working with) the Digital61 Service Delivery Executive.
We have flexible working arrangements, but there may be times you have to be onsite with the client.
Primary Duties may include: Engaging with our customers at an executive level; Managing and coaching staff to deliver a high standard of customer service for our clients; Monitoring and reporting on Service Levels; Implementing processes and process improvements; Working with suppliers in a SIAM model to drive outcomes for our customer; Mentoring and working with staff to define a personal development plan to encourage and support high technical certification rates; Handling any service complaints; Undertaking IT Service Management functions such as Incident, Problem and Escalation; Coordinating backfill and resourcing where required.
Mandatory Experience You should have experience in one or more of the following: Experience in a team leadership role, or relationship management; Extensive experience with ITSM tools and methodologies (e.g.
ITIL and SIAM); IT experience or background; Customer Service experience.
Qualifications Degree qualified (IT major specific) or Certificate IV in Information Technology, Security or Networking; Industry certifications from Microsoft, Comp Tia, Cisco; and/or ITIL Certification.
Skills Competency with the following will be considered a plus: Familiarisation and/or experience with Service Now; SIAM skills, experience, or certifications; Attention to detail and QA skills.
What We Offer Diverse and dynamic teams with a supportive and inclusive culture; Flexible hours and a hybrid working environment; Offices in Canberra and new offices just opened in Sydney; A commitment to People & Culture and new team to drive initiatives like Employee Value Proposition; Competitive salary and performance-based incentives; Close to public transport; The chance to work with a talented and dedicated team; Involvement in exciting projects with leading-edge technology.
How to Apply Please click on the "Apply" button to submit your resume and a cover letter detailing your experience.
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