Service Delivery Manager

Job Title: Service Delivery Manager
Contract Type: Contract
Location: Sydney, New South Wales
Salary: Negotiable
Reference: 3343_1565669622
Contact Name: Gaurav Bagga
Contact Email:
Job Published: August 13, 2019 14:13

Job Description

Ayan Infotech has an urgent and immediate requirement for a Program Manager / Service Delivery Manager for a long term contract in Sydney.

All applicants must have full work rights in Australia.

Title: Service Delivery Manager
Location: Sydney
Type: Contract (6+ months)

Required Skills and Experience:

Reporting to Account Manager, the Service Delivery Manager will be responsible for the day-to-day management of Infrastructure/Application Services delivered to meet the contracted deliverables for the customer. This entails coordination across multiple support platforms(applications/Infrastructure) and functions as well as the regular analysis and delivery of various reports to contractual requirements. Role requires a significant face-to-face interaction involvement with customer on a daily basis including acting as a single point of contact for a specific customer group.

  • Strong knowledge, capability and experience working in IT service delivery management, with responsible for leading supporting teams in planning, implementing and managing all aspects of Infrastructure/Application services.
  • Demonstrated experience in identifying, leading and implementing initiatives that deliver improved customer experience.
  • Closely manage and monitor project and program performance particularly in relation to the development of strategies and processes, metrics, financials and communication.
  • Drive and participate incident and problem management representing customer interests. Formalised rostered responsibility for 24/7 customer support for major incidents i.e. something that significantly impacts customer's line of business.
  • Ensure an accurate alignment between Service Delivery and technical delivery whilst communicating major service outages and/or escalations.
  • Accountable for ensuring high standards of customer satisfaction are maintained at all times. Responsible for addressing any issues impacting customer satisfaction targets in conjunction with relevant stakeholders when required.
  • Manage service quality and improvement of service delivery processes.
  • Provide account technical leadership/direction and support
  • Ensure all SLAs are met through analysis and presentation of SLA reporting, ensuring any direct impact is dealt with appropriately
  • Minor enhancement to be tracked
  • PMP & ITIL certified.

We will be able to contact only shortlisted candidates. We thank you in advance.

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