Senior Service Delivery Manager - Melbourne, Australia - Hansen Technologies

    Hansen Technologies
    Hansen Technologies Melbourne, Australia

    2 weeks ago

    Default job background
    Full time
    Description

    Senior Service Delivery Manager

    About The Role

    Exciting opportunity for an experienced Senior Service Delivery Manager to join our next generation utility billing software division ensuring adherence to Hansen's global delivery processes and practices. This role guarantees system stability and security while facilitating customer-centric, professional, and timely delivery of software product releases, operational services, and problem-solving initiatives.

    About You

    Proven experience as a Service Delivery Manager with proactive and customer-focused mindset aimed at driving service delivery excellence, complemented by substantial experience in IT delivery within complex environments. With a high level of commercial and business acumen you will have experience in identifying new opportunities for revenue growth and ensure that service delivery aligns with Hansen's strategic objectives while meeting client needs and expectations. You will also have:

  • demonstrated knowledge of Information Technology Infrastructure Library (ITIL) principles and their application to service delivery management.
  • strong influencing and negotiating skills when interacting with team members, stakeholders, and senior management.
  • understanding of risk management practices and approaches, with hands-on experience applying them within IT delivery.
  • exceptional interpersonal skills with a track record of developing and managing relationships with team members and customers.
    • Key Responsibilities
  • Ensuring customer and delivery success by overseeing all delivery activities and managing expectations effectively.
  • Providing leadership and coaching to high-performance development or professional services teams.
  • Engaging in strategic thinking to evaluate evolving service needs and identify areas for operational improvement and additional revenue opportunities.
  • Handling delivery escalations and facilitating robust working relationships with key stakeholders to support collaboration and issue management.
  • Establishing and maintaining efficient IT service management policies, procedures, and processes to ensure adherence and optimize customer satisfaction.
  • Adhering to agreed Key Performance Indicators, Service Level Agreements, and quality standards to meet customer satisfaction goals.
  • Contributing to RFP bid proposals and contracts, forecasting budgets, and conducting finance reviews.
  • Initiating roadmap discussions for product lines and identifying service/revenue opportunities and ROI.
  • Assuming P&L responsibility for assigned customers and ensuring compliance with contracts and service catalogue for SaaS and On-Prem customers.
  • Planning and scheduling program pipelines for current and future work, conducting performance reviews, and conducting talent mapping and retention efforts.
    • Benefits and Perks

    Join us for a rewarding career with competitive compensation, leave entitlements, global reward and recognition program and financial security. Enjoy work-life balance, growth, and recognition for your exceptional performance. Our team will unveil the intricacies of our benefit package during the selection process.