Management (Information & Communication Technology)Full timeAbout Idea 11Idea 11 is an Australian-based, award-winning, full-stack, values-driven IT consulting and managed services company specialising in cloud computing. We love our customers, deliver exciting and next-gen technology environments with a vibrant team culture, and offer a collaborative, supportive work environment.Why work at Idea 11?A values and culture-driven companyA supportive team and environmentA flexible working arrangement with the ability to work from homeThe ability to uplift your cloud capability with company-provided training and timeThe opportunity to work with exciting technology, customers, and next-gen environmentsCompany-funded certification – pass or failRegular whole-company social eventsRegular awards and recognition for achievementPaid maternity and paternity leave on top of Government paymentsOpen door policy with easy access to senior managementStructured onboarding and support when you joinAbout the RoleWe are seeking a dynamic Service Delivery Manager who is passionate about building a high-performance culture and has exceptional senior stakeholder management capability. Responsible for the successful operational management of the client's environment, acting as the escalation point for both internal and external stakeholders, driving continual service improvements and ensuring a high level of client satisfaction.Your Key Responsibilities Include:Provide excellent senior stakeholder management and communications.Manage the day-to-day client relationship as the first point of call for escalations and queries from the customer and internal teams.Provide operational leadership and oversight of the clients' in-scope environment, ensuring delivery compliance and contracted reporting to the client.Ensure all contracted SLAs are met or exceeded.Provide expertise in IT service management (ITSM) best practices and maintain 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.Establish Service Improvement Plans (SIPs) where needed and owning the completion of all identified actions.Ensure all support and delivery-related escalations are resolved quickly and efficiently, and customer communication is managed effectively to minimize impact to business.Attend Major Incident Management (MIM) calls as required and leading the Idea 11 response to the incident.Work with Incident Managers and engineering teams to create Post Incident Reviews (PIRs) and then ensure actions arising are completed.Identify risks and work with the customer towards satisfactory risk mitigation plans and outcomes.Key Requirements:A solid technical backgroundSuperb communication skills with the ability to develop trust and credibility with senior stakeholders, including strong facilitation skills.Experience at a commercial MSP / IT Consulting practiceITIL knowledgeExcellent problem-solving skills with the ability to make decisions under pressureStrong leadership traits with the ability to drive strong cultural and performance outcomesReliable with a can-do attitudeNo recruitment agents, please.If you have any questions, don't hesitate to get in touch with Jan Johnson on 1300 433 211 for a confidential discussion.Your application will include the following questions:Do you have experience in a role which requires relationship management experience?Which of the following statements best describes your right to work in Australia?What's your expected annual base salary?How much notice are you required to give your current employer?How many years' experience do you have as a service delivery manager?To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
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