Due to continued growth, Datacom Connect are seeking a Service Delivery Manager to join the team and be responsible for the delivery of Datacom Connects
as a Service offerings as per Service Level Agreements and contractual obligations, ensuring overall customer satisfaction.
In this role you will apply your leadership capabilities to a team of professionals within delivery and helpdesk support. You will be results focused, delivering to projects and managed services contracts. You will support the Pre-Sales team including validating project resources to ensure projects are delivered on-time and on-budget.
We are looking for a person who works with a sense of urgency and has a proactive work ethic. This role would suit someone with a strong ITSM background and a desire to make a real difference.
Who are Datacom Connect?
We provide customers with world class end to end contact centre solutions ranging from complete technology solutions to skilled customer service representatives.
Datacom has close to 5000 talented professionals in 27 offices across Australia, New Zealand, Malaysia and the Philippines, and we have extensive expertise in the operation of data centres, the provision of IT services, cloud, software engineering and application management, payroll and customer service design and operations. Privately owned, our culture is shaped by autonomy, collaboration, agility and speed. And because we're continually sharpening our skills at the leading edge of technology, our future looks bright.
About the Role:
Team Coordination
- Provide technical guidance to the team.
- Manage team member's career progression and expectations.
- Develop the team skills and capabilities to ensure team is fit for the delivery of Datacom Connects as a Service offering.
- Collaborate with other Datacom teams to leverage off the overall Datacom solution offering and ensure the best resources are allocated to each deliverable.
- Lead our internal desktop support function and team.
Manage and Deliver Services (following ITIL best practices)
- Responsible for contract SLAs.
- Understand service delivery operations / processes.
- Continuously review Datacom Connects service offering and ensure that ITIL best practices are leveraged.
- Implement and deliver incident, request, change, configuration, problem management for Connects as a Service offerings.
- Escalate as required to technical teams, both internal to Datacom and external (partner network)
- Work with Project Managers to manage risk, scope and delivery of services ensuring they are smooth and relevant.
- Work with technology partners in the delivery of projects and technical support (incident and problem management).
Pre-Sales Team Support
- Support the PMO team in creating statements of work.
- Create and validate technical architectures / solutions.
- Validate project resources to ensure projects will be delivered on time and on budget.
- Assess project risk.
About You:
- You will have experience working in a Managed Services environment.
- You will have tertiary qualifications or equivalent work experience
- You need to be a strong team player and an open and effective communicator with the ability to work autonomously and achieve team outcomes.
- You need to have highly developed written and verbal communication skills and be able to present information in a clear and unambiguous manner to both IT professionals and others.
- Availability to be on call 24 x 7
- Demonstrable experience in designing and implementing new processes and services.
- Significant ITSM experience
- Moderate experience working in a Delivery Manager role.
At Datacom Connect, we know how to recognise the work you do and offer inspiring leadership programs and development opportunities. We also offer flexible working arrangements, a corporate wellness program and provide you with the technology to enable you to work efficiently.
Our future looks bright. And so can yours. If you're ready to make a move, we're ready to talk.
Please send your application to Georgia Browning, Recruitment Manager by clicking APPLY NOW.