Service Delivery Manager

Summary about this job

Detail information about job Service Delivery Manager. Terms and conditions vacancy

Reports to: Manager - Customer Experience Division

Employment Status: Full-time
 

About Bendigo Telco:

Bendigo Telco (BT) was created in 2000 by the Bendigo Bank and a broad group of large Bendigo businesses that wanted better access to telecommunications technology. Based on the ‘community banking’ model made famous by the Bendigo Bank – Bendigo Telco was conceived as a telco that would support the needs of the local community.

Over the last sixteen years, we have expanded from our presence in Bendigo to having offices right across Australia. Bendigo Telco is now a publically listed company with a highly experienced board of directors and management team. We deliver a wide range of ‘telco’ services, but our focus is on the business sector. We implement Virtual Private Networks, Cloud Services and a broad range of telecommunications services leveraging the wholesale agreements that we have in place with Australia’s largest carrier service providers. Bendigo Telco is a division of the Bendigo Telco Group.

All staff at BT are potentially involved in direct dealings with customers, and may be engaged in delivery of service or support at customer premises, and as such, BT’s personal presentation standards apply to all positions.

At BT, we aim to deeply engage with our customers to forge strong relationships and create meaningful connections. So that we are not just a supplier of service, but an integral component of their business. All team members of BT are tasked with creating an environment that promotes an outstanding customer experience.

Job Summary:

The Service Delivery Manager is a key interface with our business & enterprise customers and is responsible for ensuring we meet or exceed customer expectations, service level agreements and operational level agreements in relation to service design, transition & operation.

The Service Delivery Manager provides holistic end to end service customer relationship and is an imperative to customer advocacy.  The Service Delivery Manager will influence the service strategy and will identify ways to ensure continual service improvement.

Duties & Responsibilities

Service Delivery:

• Build, own and maintain strategic relationships with business & enterprise customer portfolio to facilitate trusted partnerships.
• Ensure service delivery is aligned with our customer's business needs.
• Management reporting - Responsible for generating and assessing reports regarding Service Level Management (SLM) process metrics (KPl's).
• Accountable for creation and maintenance of appropriate SLM processes to include implementation of SLAs with supporting underpinning contracts.
• Responsible for implementing appropriate Service Improvement Plans.
• Develop continuous improvement through analysis of Network Operations Centre (NOC) performance, supplier performance, technology performance and customer feedback to ensure value is recognised for the services provided.
• Ensure that customers are aware and supported during planned and emergency change windows.
• Review and suggest improvements to the on boarding process for new customers.
• Responsible for conducting meetings with key customers on a regular basis to discuss service level performance and improvement.
• Plan and develop initiatives to ensure continuous service improvement.
• Coordination of major incidents which impact business & enterprise customers to ensure a proactive approach to customer engagement.

Customer Experience:

• Live and lead a customer centric mentality.
• Utilise the correct business and customer engagement tools are implemented that support an outstanding customer experience.
• Generation of “customers as advocates” as measured by customer service surveys and customer feedback.
• Act as the advocate for the customer within Bendigo Telco.
• Work with your peers to minimise customer loss and churn.
• Achievement of any specific targets re: customer complaints & customer advocacy.
• Lead and coordinate great customer service and proactively monitor and resolve service delivery issues.
• Recognise potential problem areas whilst being proactive in developing solutions and monitoring outcomes.
• All other duties as directed.

Competencies

• Effective strategic & service relationship management of key business & enterprise customers.
• Proactive responsibility towards SLA / OLA achievement.
• Demonstration of a continual service improvement mentality.
• Provide leadership and governance over IT service management aspects such as, service strategy, service design, service transition, service operation and continuous service improvement.
• Assist in developing a culture of teamwork and innovation within the wider division and throughout the company.

Key Selection Criteria:

• Demonstrated leadership skills applied within an IT service management environment.
• An extensive understand of and experience with IT service management concepts, principles and frameworks.
• Proven experience in Service Delivery within a complex organisation.
• A strong customer service focus and customer centric approach.
• A demonstrated ability to create outstanding customer outcomes.
• An ability to develop and maintain strategic relationships within the business & enterprise segment.
• The ability to identifying technical and business issues, thinking laterally and applying analytical skills to develop appropriate options for resolution.
• Proven ability to manage operational incident resolution whilst providing key stakeholder written & verbal updates.
• Experience developing business cases and other formal business documentation.
• Strong communication skills.
• Excellent knowledge of IT and communications industry sector.
• Demonstrable time management skills.

Qualifications and Experience:

• Degree level qualification in a relevant field, such as computer science is desirable.
• Servicer provider or telco industry experience is preferred.
• A minimum 3 years’ service management experience is highly desirable.
• A minimum 2 years’ experience working at a customer centric organisation is desirable.
• ITIL foundation certification is mandatory.
• ITIL practitioner, expert or master will be highly regarded.
• Project management qualification is desirable.

Special Requirements

• Offers of employment are subject to the candidate undergoing a successful police check.

How to Apply:

Applications are received by Seek.  Should you wish to discuss this opportunity further, please direct all enquiries to  Ashley Michelsen, Human Resources Manager via [email protected]

Applications close 5:00pm Friday the 20th of July 2018.