Service Delivery Manager: Productivity and Collaboration

Summary about this job

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

• Australian Iconic organisation with fantastic culture and employee benefits -CBD
• 12 x month contract with a view to go permanent in first 3-6 months
• Line Management Responsibilities (including direct and indirect reports)

Reporting directly into the Head of Workplace Technology Services you will be responsible for managing the strategic and operational delivery of Productivity and Collaboration Services across the entire organisation.  This is a role with great organisational reach and exposure providing you with the opportunity to work with many different parts of the business and establish strong-partnership style-relationships with key internal stakeholders. 

Role Summary

The role will manage a team of direct and indirect reports who:

• Are responsible for the management and operational delivery of the Collaboration Platforms and Services predominantly consisting of the Office 365 suite; Emailmessaging, Skype for Business, SharePoint, OneDrive and Exchange Online.
• Are responsible Rolling outimplementing featuresCollaboration tools into production, as well as Lifecycle planning and execution of the Collaboration Tools Strategy, taking care to consider the End User adoption, use cases and experience in all activities.
• Ensure that Collaboration Platforms and Services are operating to expected outcomes, including SLA's and that ServicesPlatforms are maintained or changed within service delivery and other IT methodologies and frameworks.
• The role will have a forward-thinking mandate required to keep up with industry trends within the Collaboration PlatformOffice 365 space and contribute to the wider User Services Strategy (creation and execution).
• The Service Delivery Manager is responsible for driving user satisfaction and continuous improvement in their space, creating lean and automated processes to support and uplift stability and capability.
• The role will also be involved in maintaining and upgrading commercial premises from an Audio Visual Perspective including the preparation of fit-for-purpose room plans with audio visual equipment including speakers, displays, digital media screens, surface hubs etc.
• The role will also be involved in maintaining commercial premises with audio visual equipment including speakers, displays, digital media screens, surface hubs etc. as well as the preparation of future-state fit-for-purpose room plans

Major Accountabilities

• Supports the strategic and operational delivery of the related IT Services across the organisation.
• Manages key external suppliers to ensure successful delivery of required products and services.
• Supports the supplier strategy and ensures external providers are fit for purpose and function to agreed service level agreements (SLAs).
• Acts as a key business escalation point within the business for items relating to service and delivery.
• Partners with IT Business Relationship owners to understand business demand on the service, service effectiveness and drive business satisfaction.
• Provides leadership and direction to all direct reports, fosters and encourages positive people management strategies.

Key requirements

• Proven experience managing large 3rd Party Vendor Relationships.
• A strong background in Service Delivery models, IT tools and technologies.
• Collaborative with effective communications skills.
• Proven ability to quickly establish both internal and external relationships at senior levels.
• Ability to influence and drive and deliver outcomes for the benefit of the broader organisation.
• Ability to drive the roll out and implementation of relevant Collaboration tools and features into production.
• Financial experience and acumen (budgeting, forecasting, unit price, service pricing, etc.).
• Ability to innovate and drive new and changed services across a diverse and dispersed workforce.

Technical Landscape

• A background in tools and technologies related to the management of: Office 365 suite; Emailmessaging, Lync, Skype for Business, SharePoint, OneDrive, Exchange Online, Broadcasting the team will also manage other Collaboration platforms
• A background in tools and technologies related to the management of: Audio Visual (AV), Video Conferencing, Polycom with integration to Skype for Business and Cisco Call Manager, to help check, maintain and upgrade the current infrastructure.

This is a fantastic opportunity for an individual to come and work at a progressive organisation and join a team with a fresh outlook and great culture.  You will partner with key internal stakeholders and key external vendors to take ownership of and develop the End User Computing supplier strategy.Our client is a leading Australian company who is seeking a Service Delivery Manager who will be reporting directly into the Head of Workplace Technology Services.

Responsibilities:

• Supports the strategic and operational delivery of the related IT Services across the organisation.
• Manages key external suppliers to ensure successful delivery of required products and services.
• Supports the supplier strategy and ensures external providers are fit for purpose and function to agreed service level agreements (SLAs).
• Acts as a key business escalation point within the business for items relating to service and delivery.
• Partners with IT Business Relationship owners to understand business demand on the service, service effectiveness and drive business satisfaction.
• Provides leadership and direction to all direct reports, fosters and encourages positive people management strategies.

You must have:

• Proven experience managing large 3rd Party Vendor Relationships.
• Involved with End-User project/s.
• A strong background in Service Delivery models, IT tools and technologies
• Collaborative with effective communications skills.
• Proven ability to quickly establish both internal and external relationships at senior levels.
• Experience in developing and analysing reporting data (costs, incidents, stock, etc.) to identify trends and insights to drive service improvement
• Solid financial experience and acumen (budgeting, forecasting, unit price, service pricing, etc.).

For a further discussion on the role, please contact Rade Manojlovic on 9236 7733 or alternatively, click on the apply button now!