Service Delivery Manager
vor 1 Monat
Help Desk & IT Support (Information & Communication Technology) Full time At bdna, we exist to improve society.
We choose to only work with clients that have a direct impact on community wellbeing, safety and improvement - which means that we get to make a difference every day
The bdna Products team of business analysts, software developers, engineers, testers and forensic subject matter experts work closely with law enforcement and forensic laboratories to improve forensic service delivery through specialist products.
Reporting directly into the Service and Delivery Director, you will be working as part of a diverse team of talented professionals and subject matter experts and be partnering with some of the most pioneering software firms in the country.
If you possess substantial experience and demonstrable success in technical support and a genuine belief that you can make a significant contribution to this role, we encourage you to apply.
You will oversee the end-to-end BAU service delivery process, ensuring that our clients receive exceptional service and support.
You will collaborate closely with cross-functional teams, including project managers, developers and customer support representatives, to streamline operations and optimise service delivery workflows.
What you'll doEstablish, lead, track and report on a portfolio of customer service accountsManage SLAs, Incidents and ReportingDevelop, manage, administer and improve the (incident) service management process, in line with industry best practicesSupport the Service and Delivery Director in achieving SLAs, leveraging available team members, processes and toolsSupport the Service and Delivery Director to drive "Customer Success", including regular meetings with customersThis position will present monthly customer meetings on the SLAs and any roadmap updates.
This is BAU/Relationship management only – new business would be referred to the CCO.This position will assist in the presentation of a Quarterly Business Review for each customer on alignment with contractual requirements and service performance.Create and maintain required documentation (policies, standards, baselines, guidelines and procedures)Daily/Constant Customer incident Management including immediate escalations of High Priority incidentsCollaborate with all of bdna and allocated clientsBe knowledgeable of current and future methods, examples and trendsWork within bdna and client teams and on occasions work with limited supervision and or structureAwareness and understanding of other cultures, beliefs and diversities of our clients and teamMaintain a positive attitude and contribute to the great culture of bdnaWhat you've gotProven experience in IT service delivery management or a similar roleExperience in managing IT teamsFamiliarity with service level agreements and performance metricsStrong understanding of IT infrastructure, applications, and servicesProficiency in service management tools (ServiceNow, Jira, Cherwell)Knowledge of cloud services, networking, and cybersecurityAbility to analyse data and generate reports on service performanceExcellent verbal and written communication skillsStrong commitment to customer satisfaction and service excellenceEmpathetic approach to understanding client needsProactive in identifying issues and implementing solutionsStrong troubleshooting skills and the ability to think on your feetExcellent time management and prioritisation abilitiesStrong interpersonal skills to build relationships with stakeholdersWhat you'll getAppropriate onboarding and training on the current forensic software productsWork closely with knowledgeable SMEs within a values driven teamCollaboration and supportAutonomy and ownershipGenerous employee benefits, including professional development budget and birthdays offCareer acceleration opportunitiesQualificationsBachelor's degree in Information Technology, Computer Science or a related fieldMust have: ITIL4 Foundations certificationPreferred: ITIL 'Managing Professional' certificationsExperience working with public sector organisations, particularly health and public safety would be highly desirable.Must be located in BrisbaneMust be an Australian citizen (Required)Ability to obtain and maintain security clearances e.g.
NV1 security clearance #J-18808-Ljbffr
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