Service Delivery Manager - Melbourne, Australia - Launch Recruitment

Launch Recruitment

Verified Company

Melbourne, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Permanent role | managing a small team

Flexible working | plenty of opportunity to work from home
Large transformation project

Service Delivery Manager Role

In this role you will be an experienced service delivery manager/Lead experienced in running and managing a successful busy helpdesk.

You will join a small team and be tasked with not only with assisting customers with technical support, but also leading/managing the team and developing the policies, procedures and documentation for everyone to follow.

You'll also be involved with some customer-facing technical pre-sales conversations as needed from time-to-time.

To be successful you need to have

excellent technical support capabilities combined with a passion for using

initiative,

problem solving,

building rapport with people and have a

process-driven mindset.

We want someone who will take ownership of our customer service delivery and see it thrive

You will report to management and this is a full-time role.

At least 5 years experience in a technical customer service leadership role
Having a strong IT technical foundation to bring and build upon:
Required:
Windows server administration certification
Some type of formal networking knowledge (CCNA, CCNP etc)
Scripting knowledge and experience
Knowledge and experience with backup concepts and backup software
Knowledge and experience in managing cloud services (eg: MS365 and Azure)
Advantageous:
Linux server administration
OpenSSH knowledge
Database administration

Someone who's keen to take ownership of our technical customer service:

developing and maintaining a framework for delivering customer service

- developing, maintaining and enforcing policies and procedures
- creation/maintenance of internal and customer-facing documentation
- assisting with technical pre-sales help

Someone who is excited by the prospect of designing and buildingout a bestpractice customer service framework
Someone who can train/maintain/mentor team members to improve their individual customer service
Brings experience and proven best practices for running customer service in a busy/triage heavy environment
Is actively involved in providing customer technical support to bolster our current team capacity/fill in gaps as needed
Someone who can help procure new talent as needed