Service Delivery Manager

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

Service Delivery Manager

Resolution Technology is a leading IT managed services, cloud,  and communications solutions provider in Australia. Established in 2009, our mission is to build and support IT services that accelerate our customers businesses and helps achieve their goals.  We are currently seeking an experienced Service Delivery Manager to join our team to ensure high customer satisfaction and drive continuous improvement across our customer base as well as within our business.

That's where you fit in:

Working as an integral member of Service Delivery within the Customer Engagement team, you will work with existing and new customers to ensure a high level of relationship management and service delivery, as well as driving a proactive focus aimed at delivering measurable customer outcomes.  Your technical background, customer focus, and experience in operational environments and with cloud services will be highly advantageous.

You will work closely with the Lead Engineers, Strategy Team, Sales Executives, and a smart and dynamic broader Customer Operations and Service Delivery team to provide world class services to our customers . You will ensure high customer service levels are met during the implementation and operation of a wide range of connectivity, infrastructure, and collaboration solutions.  You will also be exposed to a range of new and emerging cloud capabilities but importantly, stay focused on the customers priorities and ensuing the IT solution is healthy and delivering the best possible value.

About The Role:

Customer Engagement:

• Ensure service levels are maintained and delivery is aligned to the customers services
• Address customer service and account inquiries for customers
• Relationship management of existing and new customers
• Perform regular onsite meetings with a range of customer stakeholders
• Provide technical consulting and advice specific to customer challenges
• Consistently represent the Company in a professional and ethical manner

Working With the Sales Team:

• Identify new customer requirements and engage the sales process to deliver customer outcomes
• Participate in the customer renewal process
• Proactively raise opportunities where there is potential to deliver value to the customer from Resolution Technology offerings and solutions

Documentation and Continuous Improvement:

• Understand and assist with documenting a customer's Mission Critical IT services
• Drive continuous improvement throughout the sales and service delivery functions of the company
• Maintain customer operational plans, as well as risk and action registers

Managing Resources:

• Manage internal resources through minor project delivery
• Work with the Customer Engagement and Service Delivery teams to ensure the high quality operational outcomes

About You:

• 5+ years in a technology focused role
• 2+ years in a customer facing delivery role
• Strong relationship management experience and skill set
• Experience with cloud technologies
• Excellent communication skills (written and verbal)
• Willingness and ability to learn new concepts and liaise with the administrative, technical and sales teams
• Understanding the client perspective and delivering to expected scope, budgets and timelines
• Collaborative and team player approach
• Ability to maintain customer advocacy

In return, we offer an attractive salary and benefits including an emphasis on personal development and the opportunity to be part of a growing managed services practice.