Service Delivery Manager - Brisbane, Australia - Brennan IT

Brennan IT

Verified Company

Brisbane, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Why work for Brennan?

We are a national company with a reputation for delivering technical excellence, innovation and high quality service to the mid-market and have backed up that statement by winning the #1 Managed Service Provider in Australia for the past 10 years in a row.

Brennan IT offers an excellent remuneration package and benefits including:

Access to the latest and greatest technology
Personal and Career development
High levels of reward and recognition for over achieving
Flexibility to work in the way that brings out the best in YOU
The ability to do what you love, in an environment that supports YOU
A focus on health and well being social club, sporting teams, discounted technology purchases, health checks and more

The Role

We are looking for a Service Delivery Manager (SDM) to join our team on a full-time permanent basis in Brisbane.

Whilst not a technical specialist, the role requires a high degree of technical skill across all products in the Brennan portfolio and requires a strong understanding of ITSM principles.

Key Responsibilities

Preparing and presenting client operational reporting at monthly meetings
Client SLAs and Reporting (including driving enhancements)
Risk and Issue Management
Problem Management
Scope Management
Change Management
Major incident management
Driving future technology roadmaps for the client
Continuously improve operations and client engagement
Customer Satisfaction (measured by NPS)
Assist in development of ITIL Aligned Service Processes
Continual Service Improvement Plans (CSIP) for client patch
Relationships with Service Desk and key resolver functions
Relationships with Account Management and key commercial functions
Develop deep understanding of client's business including orchestration of strategic business planning, roadmaps and workshops

Skills Required:

Minimum of 3 years' work experience in Service Management
Experienced working in an MSP environment
ITIL Service Management accreditation
Strong working knowledge of ITSM service delivery concepts
Demonstrated ability to position and present at a Csuite level
Demonstrated ability to lead and collaborate with a multidisciplined team
Demonstrated skills in negotiation, organisation, and time management
Strategic thinking with getupandgo attitude
A willingness to work and adapt to a fast growing & changing environment.
Selfsufficiency and a high degree of autonomy.
Ability to work within a team and achieve results through others
Ability to influence external & internal stakeholders as part of a continuous improvement life cycle for customers
Strong decision making / problem solving skills

Desirable

Commercial experience & exposure to Presales or Solutions Architecture in as many of the following areas: IT, cloud, data, networking, unified communications, voice or telephony.
Industry based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP)
IT Project Management Foundation level accreditation (PMBOK, PRINCE 2)
Tertiary qualifications (e.g. Management, Business, Engineering)
Sales experience (ICT experience preferred)

NOTE:
As part of our hiring process, you will be required to undertake a National Criminal History Check.