If you're a strategic thinker who thrives on delivering outcomes and creating value for clients, we want you on our team!Role :As Service Delivery Manager at RTG, you will drive the efficient, reliable, and secure delivery of IT services to clients across the education, aged care, and not-for-profit sectors.
Reporting to the Chief Customer Officer, this role combines technical expertise, project management, and a commitment to exceptional customer service to exceed client expectations, foster strong relationships, and support clients in achieving their business goals.Your Day-to-Day Adventure in a client facing role:Trusted Advisor: Understand client needs, align them with our service delivery, and ensure successful project delivery.
Collaborate with ICT Managers/Services Leaders to manage client expectations and own end-to-end client engagements.Driving Outcomes: Oversee seamless project execution and manage end-to-end delivery of IT services.
Implement strategies to minimise disruptions and proactively identify areas for improvement.
Manage ticket workflows and ensure efficient incident handling.
Development and approval of ICT roadmaps and projects.Right Solutions: Identify opportunities for improvement and innovation.
Continuously review and refine customer service team processes.
Develop and implement security protocols to ensure client operations' safety and confidentiality.Invest: Leverage new tools and technologies to enhance ICT Support operations.
Drive continuous improvement initiatives through training and certifications.Attract Customers: Stay informed about industry trends and developments.
Ensure smooth onboarding of new clients and oversee the entire client journey.As the successful applicant, you will have: Excellent communication, strategic thinking, problem-solving, and analytical abilities.Technical understanding of IT infrastructure and services.Familiarity with service delivery methodologies (e.g., ITIL).Strong leadership and people management skills.Strategic planning and execution capabilities.Customer-focused with a commitment to delivering exceptional service.Education: Bachelor's degree in Business Administration, Information Technology (IT), Education, or a related field (preferred).Experience: Proven track record in service delivery, project management, or a similar customer-facing role (5+ years).
Experience in the education sector is a plus.The role requires travel to customer sites, including interstate locations.What makes this role shine & why join us?
We are agile and nimble and provide our people with challenging work whilst providing work-life balance.We are a value-driven organisation and our latest value is 'constantly developing' as our culture encourages being curious, open, and reflective and learning and helping others to learn.We embrace diversity and individual talents, strengths, and differences.
We listen and give importance to everyone's views.We care for the well-being of our employees offering EAP assistance, Birthday Leave, novated leasing, salary sacrifice, employee discounts on health and fitness products, electronic items, movie tickets, and many more…Who Are We?RTG (Reflex Technology Group), established in 1985, is an Australian-owned national consulting and services business specialising in technology solutions for education, aged care, healthcare, and not-for-profit sectors.
With a focus on enabling meaningful outcomes, RTG partners with clients to deliver innovative strategies, expert solutions, and exceptional support.
Driven by a commitment to making a difference, RTG prioritises people over technology, achieving high customer satisfaction through collaboration and impactful results.What's Next?If you're ready to take the next step in your career and join a company committed to excellence, apply now!
!Successful candidates will need to undergo a National Criminal History Check and Working with Children Check.