Service Delivery Manager
Computergate offers a full range of IT Services to provide comprehensive and cost effective solutions for a number of Global Service Partners.
As a passionate Service Delivery Manager, you will be managing a busy team of Service Delivery Technicians based in Australia, New Zealand and various other regions across Asia. You will be also responsible to enhance the service desk process developments, motivate the team and exceed the service desk performance standards in order to achieve the team goal.
Role Location: Mansfield, QLD
Primary Responsibilities (may be required to perform additional job duties):
- Manage the service delivery for Partner customers, involving field & helpdesk services, logistics services, monitoring tools, call centre and phone systems applications.
- Ability to work across the APAC region with Computergate approved service agents in delivering the common goal of supporting Computergate Vendors, Partners and Customers.
- Manage the remote team of service delivery, including performance reviews, feedback, and issue resolution as per legal requirements. Involved in recruitment and training of virtual team to ensure that incoming employees enhance the team’s ability to deliver.
- Work with Executive Team to assist in the onboarding/delivery requirements during transition phase.
- Escalation management and resolution of issues. Regularly reports both formally and informally on system and team performance at management meetings, and in support of quarterly reviews.
- Implement and document any improvements in system operational processes, policies and procedures according to best practices.
- Facilitate a culture by developing teams with varied backgrounds and reducing barriers between functions, allowing for team members to be highly motivated.
- Lead by example and enables a culture of fast and clear feedback, raising and resolving issues quickly, and efficient decision making and problem solving with as few people as possible.
- Ensure 24/7 Service desk delivery by facilitating on call support resources and be available after hours for any escalated issues as it occurs.
- Responsible for all logistics functions and ensures that Computergate has a seamless process that is followed by all engineers. Including, parts tracking, warehouse management and vendor reporting.
- Quoting of Services as required direct to customers to contribute to the financial performance of the business.
MINIMUM Skills REQUIREMENTS (education, experience, knowledge, skills and abilities):
Four-year college degree plus a minimum of four years of technical management of large system development and integration efforts and teams providing services operating within ITIL/ITSM best practices.
Must have:
- Four years' of experience in managing service delivery teams
- Involvement in the management of 24/7 operations
- Strong leadership skills.
- Experience implementing and performing operational services with strict SLA’s and high levels of response.
- Problem solving skills and a sense for prioritizing and determining urgency.
- High level of ITIL/ISO20000 understanding and proficiency MS Office Suite.
- Personnel management experience.
- Ability to work with all levels of management and technical staff across the APAC region
- Ability to document service deliverables from the sales documents or contracts provided
- Logistics experience â management and control essential.
A plus if you have:
- Experience managing customer and vendor relationships.
- Experience as a technical business analyst or business systems analyst.
- Experience with hands on technical work in IT, as a hardware technician, or other similar field.
- Knowledge of network and application monitoring tools: ConnectWise, etc.
- Project management experience and certifications.
Annual Salary - depends on experience and negotiable between $75000 to $90000 base plus statutory super and allowances.
