Service Delivery Manager

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world**At Acquire Intelligence, our mission is to help business work smarter.**We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.***Advance Your Career - Join us today and be part of a team where your work makes an impact***Come for a career, stay for the fun* Enjoy a weekly pay run – TGI Thursday’s* Grow your career - yes, we love to promote internally* Employee referral bonus* Do meaningful work and collaborate with the best# **A SNAPSHOT OF YOUR ROLE**Your day-to-day activities may include the following:# ***Resource Management**** Coordinate the activities of each ICT skill group to ensure the timely delivery of project outcomes.* Identify resourcing needs to meet project requirements and ensure projects are appropriately staffed.* Specify and order all required equipment, including hardware and software, to support efficient project operations.* Manage the delivery, costing, and testing of all equipment, monitoring requirements and addressing any necessary changes.# ***Customer Engagement**** Build strong relationships with customers and clients to assist in maintaining a positive image for the business and enhancing business growth and development.* Manage client expectations through timely communication, ensuring all requirements are met and relationships remain positive and productive.* Collaborate with clients to identify and implement service improvement initiatives that enhance overall business performance.# ***Project Management**** Translate project scopes into ICT deliverables and assign components to the appropriate skill groups and staff.* Support Account and Project Managers in the successful delivery of ICT services within defined project scopes.* Communicate effectively with key stakeholders to address risks that may impact project delivery.# ***People Management**** Oversee the operations of the global ICT On-site Support team, ensuring efficient and effective delivery of all assigned tasks.* Lead, mentor, and develop on-site support staff to maintain high service standards and foster a culture of continuous improvement* Manage escalations and ensure timely resolution of critical incidents or service disruptionsAs ICT Staff you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.# **A BIT ABOUT YOU*** Strong organisational and coordination skills, with the ability to manage multiple ICT projects and priorities simultaneously.* Effective communicator who builds trusted relationships with clients, stakeholders, and technical teams.* Proven track record of taking ownership and applying a proactive, solutions-focused approach to challenges.* Solid understanding of ICT infrastructure fundamentals, including networking, hardware, operating systems, and end-user computing.* Familiarity with cloud and collaboration technologies such as Microsoft 365, Azure, and Teams administration.* Knowledge of IT service management principles and frameworks (for example, ITIL) and their practical application in service delivery.* Ability to interpret technical information, assess business impact, and coordinate resources for timely resolution of incidents or project tasks.* Experience managing or supporting geographically distributed teams, maintaining consistency and alignment across regions.* Calm and decisive under pressure, with strong prioritisation and problem-solving skills.* Commitment to continuous improvement, identifying opportunities to enhance processes, service quality, and customer outcomes.* Adaptable and resilient in dynamic environments where technology and priorities evolve quickly.# **WHAT SUCCESS LOOKS LIKE*** Projects delivered on time, within scope, and to agreed quality standards.* ICT resources effectively coordinated to meet project and service demands.* Strong, positive relationships maintained with clients and stakeholders.* On-site support team operating efficiently with minimal escalations.* Clear communication and collaboration across technical and business teams.* Continuous improvement initiatives implemented to enhance service quality.* High customer satisfaction and consistent achievement of service targets.# **WHAT WE VALUE**We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:* **Curious and Clever**: Smart questions spark smart solutions.* **Entrepreneurial Energy**: Think like an owner. Solve like a founder.* **Fast with Intent**: We move fast and deliver real results.* **Laugh and Learn**: We don’t take ourselves too seriously, just our results.***Come for a career, stay for the fun***Join the A-Team and experience the A-LifeAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to Please refer to our Privacy Policy at#J-18808-Ljbffr