Expression Of Interest
vor 2 Monaten
Expression of Interest - Service Delivery Manager Publication Date: Oct 5, 2024
Ref.
No: 519916
Location: Perth, WA, AU, 6008
Who we are:
We are a team of passionate experts with a clear ambition: applying digital technology to advance what matters for our clients and society.
Together we create reliable and responsive digital foundations for the world's businesses, institutions, and communities.
About Atos:
Atos is a global leader in digital transformation with 112,000 employees and annual revenue of c. € 11 billion.
European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries.
JOB DESCRIPTION
Service Delivery Manager
The Service Delivery Manager (SDM) is responsible for ensuring the effective delivery of Managed IT services to key enterprise customers.
This role involves managing delivery of contracted services through Atos operations teams and external contractors/vendors, developing and implementing service delivery processes, and ensuring that services meet business needs and service level agreements (SLAs).
Key Responsibilities:
Service Management: Ensure the delivery of contracted services to agreed service levels.
Develop, implement, and maintain service delivery processes and procedures.
Ensure compliance to ITSM best practices.
Ensure service delivery staffing availability and time management.
Monitor service performance and produce regular reports on services, service metrics and KPIs.
Manage service escalations and ensure timely resolution of issues.
Manage communication around issues and opportunities.
Provide leadership and guidance to the delivery team(s).
Foster a collaborative and high-performance culture within the team.
Ensure operations teams are aware of deliverables, SLA and KPI metrics, processes, and customer expectations.
Customer Relationship Management: Act as the primary liaison between the customer and Atos.
Conduct regular service review meetings with key stakeholders.
Handle customer complaints and feedback effectively.
Ensure high customer satisfaction through successful service delivery and SLA achievement.
Identify opportunities for improving service delivery processes.
Drive initiatives for process optimization and enhanced service quality.
Project Management: Assist Account management to scope and price new projects.
Oversee execution of agreed projects, ensuring they are delivered on time, within scope, and within budget.
Manage relationships with third-party service providers.
Finance Management: Ensure accurate service metrics and consumption information for timely invoices.
Ensure costs are accurately recorded and associated with service delivery outcomes.
Workplace Health and Safety: Take steps to care for own health and safety and that of others.
Ensure the workplace is without risks to health and safety.
Desired knowledge and skills:
Long standing technical experience in Managed Services and IT outsourcing industry.
IT technical background with understanding of complex technical solutions.
Knowledge of ICT technologies, ITIL processes, ITSM tools, practices, and service delivery.
Excellent documentation skills and attention to detail.
Excellent written and verbal communication skills.
Client management skills.
Must aspire to a culture of service excellence.
Strong problem-solving skills.
Education-Certifications:
Bachelor's Degree in Communications Engineering, Computer Science, Information System or related discipline.
ITIL foundation certified, CITP or other professional body qualification.
Shortlisted candidates will meet the criteria below, be based in Australia and must have existing permanent work rights for Australia.
Please note this position is primarily based onsite in Perth.
At Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work.
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