Leading Australian technology partner, empowering enterprise-wide innovation through end-to-end solutions where compliance and robustness are non-negotiables.
Experteq is a proudly Australian, leading provider of digital advisory, consulting and managed services. Our experts possess deep industry and tech know-how and have a deep understanding of industry codes and standards. Our combined capabilities, provide clients with a more connected landscape, with compliance and security at the core.
Experteq encourages a hybrid work environment to support employee flexibility and productivity.
Experteq is Customer Driven and performs with a collaborative can do Attitude through Respect and Teamwork.
Service Delivery Manager
Experteq is seeking a Service Delivery Manager!
The Service Delivery Manager (SDM) oversees the provision of IT services to financial services clients delivered by both internal technology teams and external providers. The role is responsible for establishing processes and actions that ensure that our system is stable and secure, and that the delivery of IT services and problem solving is customer-centric, professional, and timely. The SDM provides leadership and guidance to colleagues and team members.
The focus of the role is:
- Manage a portfolio of strategic enterprise customers providing governance and support for activation, assurance, projects, and credit
- Manage and resolve service delivery issues with a customer portfolio consisting of highly regulated enterprise corporations and government bodies alike.
- Conduct Weekly service forums with customer’s executive personnel to cooperatively review the status of the company’s customer relationship. These forums focused on open communication and a drive for service excellence and account governance.
- Execute customer incident and service requests across all service offerings
- Construct and initiate effective communication and escalation channels for customers across product portfolio.
- Ensure service levels are met across all service types.
- Liaise and create alliance with key partners and vendors specific to your customer portfolio.
- Understand client’s business, challenges, technical footprint and ecosystem
- Create an “implied authority” within the operation teams.
Skills and Competencies
- Ownership – the buck stops with you
- Decision making
- Experience in customer service, support or delivery management of Managed Services or services provider
- ITILv4 intermediate qualified or can demonstrate appreciation of ITIL principles
- Ability to demonstrate a strong understanding of the key ITSM elements of service design, service transition and service operation processes
- Passionate about customer service
- Strong emotional intelligence
Interested?
If you’re ready to accelerate your career with us and you match the position requirements, apply online now by submitting your resume and by completing the Predictive Index Behavioural Assessment here.
