Service Delivery Manager

Summary

Join Datacom as a Service Delivery Manager and assume responsibility for managing the quality and cost-effective service delivery to Datacom customers. This role involves managing the technical/service delivery relationship with the client, overseeing various aspects of service management, and ensuring customer satisfaction. You will manage a delivery team, develop schedules and performance requirements, monitor operational issues, and ensure Datacom meets contractual obligations. The position requires strong technical understanding, experience in service management methodologies (ITIL), and proven negotiation skills. Datacom offers a dynamic work environment with perks such as remote working, flexible hours, and professional development opportunities.

Requirements

• Detailed understanding of service management methodologies including but not limited to ITIL
• Maintain an understanding of customers’ business strategy and alignment to service value
• Sound understanding of technical concepts and frameworks
• Broad and deep understanding of technical infrastructure projects and related technology dependencies
• Demonstrate experience or acceptable knowledge of information security standards
• Minimum 5 years’ experience in relevant role. Industry experience
• Prevent erroneous decisions to avoid critical delay(s) in schedules and/or unite operation that may jeopardise overall business activities
• Ability to frequently interact with a variety of stakeholders and team members, normally involving matters between functional areas, other Datacom divisions, customers and the company. Exercises judgement in selecting methods, techniques, and evaluation criteria for obtaining results
• Establish and assure adherence to budgets, schedules, work plans, and performance requirements
• Ability to work in large, collaborative teams to achieve organisational goals
• Proven negotiating skills with the aptitude to ensure win/win situations for all parties

Responsibilities

• Provide governance across all areas of a service(s) including service management, incident and change management, continual service improvement and customer satisfaction
• Manage the day-to-day work of delivery team of an outsourced business activity as prime contractor in implementing a solution in accordance with contracted terms on one or more opportunities
• Develop and administer schedules and performance requirements, which may include budget responsibilities
• Monitor, measure and report on departmental operational issues, opportunities, development plans and achievements within agreed formats and timelines
• Ensure that Datacom’s obligations under the terms of the customers’ contract are met
• Monitor and report on the corrective action planning provided by the Delivery Teams to address non-conformance to SLA’s
• Participate in resource planning and scheduling to ensure availability of resources for continued delivery of services in accordance with agreed timeframes and SLA’s
• Manage and monitor budgets by tracking and approving expenditures, controlling costs, validating vendor expenses, anticipating and correcting forecasting errors
• Determine staffing delivery resources and ensure that qualified internal and contractor resources are in place to meet program or project goals according to plan
• Participate with managers and engagement teams in defining, designing, costing and scheduling solutions, developing, reviewing and finalising the implementation plan and achieving approval for medium opportunities
• Support transition of projects from the delivery readiness team to the permanent delivery team, engaging appropriate resources to staff subsequent engagement phases, securing engineering support, and facilitating cross geographic resource alignment
• Act as the integration point between customers, members of Datacom teams and key vendors to ensure solutions delivered meet the customer's business needs and challenges
• Liaise between customers and technical support, product development sales and field services to identify opportunities for support delivery improvements, cost reduction and value add to the customer/client
• Manage relationships between project delivery resources and Resolver Groups as required, including contractors, delivery sites, local field service, engineering and supplier groups
• Manage risk and impact of customer change requests, identifying service implications

Benefits

• Remote working
• Flexi-hours
• Professional development courses