Service Delivery Manager NSW (Managed Services)

Key Responsibilities

• Ensure delivery teams are aligned with regards to the customer’s expectations and agreements, to establish a shared view of the services and target service levels with customers.
• Perform service reviews to ensure the current services continue to meet the organisation and its customers’ needs.
• Work with the AM/BDM to manage the customer relationships with CBS.
• Act as escalation point for customer and internal issues
• Monitor and report on service delivery metrics and overall performance to identify improvement opportunities and highlight the value of our services.
• Provide an escalation point for issues (both customer and internal) and ensure escalations are appropriately actioned.

Qualification & Requirements

We are looking for an individual who enjoys an environment where no two days are the same. The successful candidate will have previous success creating and maintaining great relationships with customers and be an excellent communicator both written and verbally. You are a highly organized person who can juggle multiple priorities and can still deliver to agreed timelines. Your ability to evolve solutions in addition to dealing with complex problems/conversations whilst growing strong customer partnerships will be instrumental to your success in the role. You will also possess:

• Tertiary qualification or equivalent
• 10+ years’ IT industry experience managing complex customer requirements
• 8+ years working in IT Service Management

Benefits

Benefits include but not limited to:

• Free onsite parking at Canon’s Macquarie Park location
• Bonus Leave including:
  • Birthday leave, to celebrate, relax or do something special
  • Canon Day, an extra day of leave during the Christmas holidays
  • Kyosei Day, or volunteer leave to take a paid day off to do good in your community
• Flexible working arrangements, where possible
• Training and development opportunities to help you bring your goals to life
• Wellbeing benefits, including everything from discounted health insurance to flu vaccines to confidential counselling
• Performance Recognition, in the form of quarterly and annual awards programs for high-performers
• Milestone recognition on your work anniversaries in the form of carbon credits, merchandise, or retirement fund rewards
• Canon products offered at discounted rates
• Education assistance to support the cost of any external training that gives you new skills for your job