Service Delivery Manager
vor 1 Monat
Location: Perth, Western Australia, AU, 6000Why is this an exciting opportunity?Atturra is one of Australia's fastest growing ASX-listed advisory and IT solutions companies. The Managed Services area of Atturra's business offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have decades of experience in the industry. This experience coupled with our people, makes us one of the most complete and leading "as a service" providers in the market.With over 900 employees working across Australia, New Zealand, Singapore and Hong Kong, Atturra works on some of the highest profile projects in Australia. The depth, breadth and scope of our projects means you are continually developing your skillset and the value you can deliver. These are projects that are making a real difference in people's lives.What our people say:"We are working towards a very bright future.""It's a company with vision and a promising future."Why you'll love working hereCulture of possibilityAt Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning and smart work practices.A strong set of company valuesOur culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.Valuable employee benefitsEmployee benefits, recognition, and wellbeing platformCareer growth via succession planning, internal promotions, and mentorship opportunitiesOngoing investment in professional development through industry and technology certifications and study assistanceMental health support through our Employee Assistance ProgramSupport for family and caring responsibilities, including paid parental leaveEmployee referral program, with monetary incentives offeredWhat you'll be doingThis role is responsible for the successful engagement and delivery of Managed Services contract commitments in line with the company Service Delivery Management framework and within time, budget and performance objectives for one or more clients.The role is measured on meeting contracted client outcomes while delivering commercial return to the business. Driving high client satisfaction and positive culture are additional success factors of the role.Understand the Managed Services contract in place and ensure this is being delivered to the client, SLAs are met and client expectations are aligned.Build relationships with the Internal teams, customer stakeholders and technology partners to ensure contracted services are planned, scheduled and delivered.Build and deliver customer reports as per contractual agreements.Manage formal communications in line with a Communications Plan that includes various different Service Delivery meetings with relevant stakeholders.Ensure all client data under the remit of the contract is always protected. Escalating immediately if this is not in place.Ensure change control processes are being adhered to for all activities across the contracts you oversee.Ensure all assets under the service are tracked, either in a CMDB or other acceptable means, and the environment current state, risks and improvements are documented.Create a channel of communications to the wider teams to ensure services over and above the base contract(s) are understood, tracked and added to monthly reports.Ensure any consumption-based services, monthly fees and commercials comply with the contract and periodic invoicing is carried out in a timely manner.Track a continuous improvement register with actions and owners across the client and our internal teams.Create and maintain a service catalogue for allocated Managed Service contracts.Demonstrate continuous service improvement resulting in cost effectiveness, efficiency gains and value.Ensure and monitor that processes are in place to pro-actively protect consistent service quality.Champion team working and knowledge sharing throughout all Managed Service contracts.Play an active role in new business opportunities including the delivery of additional services and projects.Establish and maintain a regular Service Level review process for allocated Managed Service contracts.Manage the ongoing development, administration and maintenance of the Managed Service Framework in line with the Quality Management Systems and ITIL standards.Working ConditionsBased in Perth, WAPermanent full timeWhat will make you successful in this role?Excellent communication, negotiation, and business relationship building skills.Ability to take strong ownership of role and work autonomously.Experience working in a fast-paced environment, with the ability to adapt to frequent change and be able to work a flexible schedule.Ability to work under pressure and with multiple priorities.Ability to prioritise, organise and manage multiple tasks extremely well.Ability to foster collaboration across teams and individuals.Ability to communicate up and down the management chain, providing the appropriate level of detail and focus on the right information.Ability to coach and mentor employees.Practical experience in the delivery and execution of Managed Service Contracts.Experience with governance processes and the ITIL service delivery management framework.Excellent planning, reporting and documentation skills.Education & QualificationsRequired – ITIL Foundations (v4 preferable).Desired – ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement.How to applyRecruitment Agencies/Headhunters:We got this covered. Our Talent Acquisition team is managing our hiring needs and will reach out if we require additional support. Atturra only accepts referrals from agencies on our official supplier list via the Agency Portal. Agencies must go through our procurement process, have an approved fee agreement, and be invited by the Atturra Talent Acquisition team to participate in a specific job opening. Any profiles or referrals submitted outside of this process will be considered invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team regarding any hiring-related queries. To become an official supplier, please send an expression of interest to ****** is committed to addressing the digital skills gap and advocating for diversity and inclusion. We encourage applications from all individuals, regardless of Veteran or service status, gender, LGBTQI+ identity, ethnicity, religion, physical ability, or age.
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