Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow.
About the Role (Your Why) As Service Delivery Manager, you'll be responsible for ensuring customer satisfaction is high by providing quality services delivered to customers in accordance with contracts. You'll provide a single point of contact for customers in relation to the provision of contracted services and are responsible for aligning the customers' requirements and expectations with Datacom's service levels.
You'll be accountable for governance across all areas of a service(s) including service management, incident and change management, continual service improvement, and customer satisfaction, as well as playing a key role in ensuring the highest level of operational service delivery. This role also holds Datacom to account for quality and customer experience.
To be eligible for this role, due to customer requirements, you must be an Australian Citizen and be able to obtain an AGSVA Baseline clearance. This role will be based out of Brisbane, and you will be required to work on customer site.
What You'll Do Detailed understanding of service management methodologies, processes, and industry standards including the ITIL frameworkA curiosity for understanding of customers' business strategy and alignment to service valueSound understanding of technical concepts and frameworksBroad and deep understanding of technical infrastructure projects and related technology dependenciesDemonstrated experience of contract, commercial, and financial conceptsWhat You'll Bring A passion for delivering great service to customersExcellent customer relationship building and management skills with strong influencing and persuasive abilityManage towards positive solutions by having an ability to bring people and teams together to find outcomes-based solutionsProven negotiating and commercial contract skills with the aptitude to ensure win/win situations for all parties through strong business acumenPragmatic approach to problem solving with the ability to work on complex issues through analysis of situations, variables, or dataEstablishes and assures adherence to budgets, schedules, work plans, and performance requirementsAbility to network and develop productive relationships with customers, stakeholders, and suppliers. Ability to work in large, collaborative teams to achieve organisational goalsStrong consultative and planning skills. Ability to escalate with a solution focusStrong financial management skillsNatural leadership with the ability to frequently interact with a variety of stakeholders and team membersMinimum 5 years' experience in a Service Delivery Manager role managing contracts for the delivery of IT services with a history of high customer satisfaction, contract conformance, and delivering business value.Why join us here at Datacom? Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours, and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect, and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.
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