Service Delivery Manager - Melbourne, Australia - Orro

Description

We are looking for an experienced Service Delivery Manager to join our growing team in Melbourne.

Orro has a supportive team-based culture that promotes personal initiative, self-sufficiency, and the ability to be hands-on with your work.

You will be part of a highly motivated team, on a mission to create "future now" solutions that make it faster, simpler, and safer for people to access, store and share information - wherever, whenever and with whomever they want


We Are Orro:

Orro is an Australian technology success story with offices in Melbourne, Sydney, Perth, Brisbane and internationally in the Philippines and UK.

Orro is a secure network and digital infrastructure provider trusted by some of Australia's biggest brands to deliver them the future now, meeting the ever-changing needs of their markets, and our world.

We lead the industry in designing, building, and operating digital infrastructure - providing greater efficiency, performance, agility, and resilience. Our end-to-end solutions, including cloud, collaboration, cyber and data services, take the stress
out of tech for more than 400 businesses and over 20 million Australians every day.

However, we never forget our job is to connect people, not machines. So, we take the time to get to know our clients and learn how they like to work. It means we understand not just what they need now, but what they'll need next.


About the role:

We are looking for a
Service Delivery Manager who will be a dedicated, visible and highly responsive communication 'bridge' for all operational matters between us and the customer.

Someone who can take responsibility for assisting with the successful implementation of new projects into accounts, driving customer satisfaction, maintaining strong relationships with customers, and acting as an escalation point for internal and external stakeholders.

Your main responsibilities include but are not limited to:

• Manage day-to-day client relationship as the first point of call for management escalations and queries from the customer and internal teams.
• Manage the relationship between the customer and internal delivery teams.
• Champion the customer's service and represent it at critical service governance forums.
• Provide expertise in IT service management (ITSM) best practices, and maintain a holistic view of service delivery that spans technology and organisational boundaries.
• Manage the account as set out within the SLA and contract.
• Make recommendations for Service Improvement Plans and ensure actions are followed through.
• Ensure all support and deliveryrelated escalations are resolved and customer communication is managed effectively by working with Incident Managers on creating PIRs.
• Work with the teams delivering any new projects, have a strong understanding of the impact to your customers to ensure this is minimised and service continues to be delivered.
• Identify any risks and work with the customer and Customer Success Manager for a satisfactory business outcome.
• Identify areas for scalable continuous service improvement activity, highlighting achievements in monthly reports.

We are looking for a well-organised professional, with initiative and enthusiasm.

You will have more than 5 years' experience in relevant roles and will have a good mix of the following skills, knowledge & experience:

• ITILV3 or V4 Foundation minimum.
• Sound understanding of operational support processes.
• Tertiary qualifications in IT, Engineering or Telecommunications or equivalent knowledge.
• Excellent written and oral communication including communicating in pressured situations to manage scope and expectations.
• Demonstrated ability in proactively building relationships with key stakeholders/customers, peers and colleagues.
• Understanding of the main telecommunications carrier and integrator technologies / products.
• Strong level of commercial acumen.
• Project Management certification (nice to have).

Why Orro?:

Orro is an exciting Australian technology company with a wealth of experience and expertise. We welcome and celebrate diversity of perspectives, background, and experience.

We are committed to creating a workplace that supports diversity of all cultures including LGBTQI and those living with a disability including those on the autism spectrum.

We are also a company that takes its Corporate Social Responsibility seriously and we try our best to positively impact the society and the environment in all possible ways.

You can review some of our initiatives here.


What's in it for you?:

• An opportunity to join a rapidly growing national organisation we were recognised as one of Australia's fastest growing companies, making the 2021 AFR Fast100 list.
• Orro was also named Fortinet's APAC Partner of the Year 202
• An opportunity to work with a supportive and passionate team to change the way Australian businesses connect, collaborate, and operate.
• An opportun