Service Delivery Manager

Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. 

About the Role (your why)  

The Service Delivery Manager is responsible for assuming responsibility for managing the quality and cost-effective service delivery to Datacom customers. This role manages the technical / service delivery relationship with the customer. 

What you’ll do   

• Provide governance across all areas of a service(s) including service management, incident and change management, continual service improvement and customer satisfaction.
• Managing the day-to-day work of delivery team of an outsourced business activity as prime contractor in implementing a solution in accordance with contracted terms on one or more opportunities.
• Developing and administering schedules and performance requirements, which may include budget responsibilities.
• Monitoring, measuring and reporting on departmental operational issues, opportunities, development plans and achievements within agreed formats and timelines.
• Ensuring that Datacom’s obligations under the terms of the customers’ contract are met.
• Monitoring and reporting on the corrective action planning provided by the Delivery Teams to address non-conformance to SLA’s.
• Participating in resource planning and scheduling to ensure availability of resources for continued delivery of services in accordance with agreed timeframes and SLA’s.
• Managing and monitoring budgets by tracking and approving expenditures, controlling costs, validating vendor expenses, anticipating and correcting forecasting errors.
• Determining staffing delivery resources and ensuring that qualified internal and contractor resources are in place to meet program or project goals according to plan.
• Participating with managers and engagement teams in defining, designing, costing and scheduling solutions, developing, reviewing and finalising the implementation plan and achieving approval for medium opportunities.
• Supporting transition of projects from the delivery readiness team to the permanent delivery team, engaging appropriate resources to staff subsequent engagement phases, securing engineering support, and facilitating cross geographic resource alignment.
• Acting as the integration point between customers, members of Datacom teams and key vendors to ensure solutions delivered meet the customer's business needs and challenges.
• Liaising between customers and technical support, product development sales and field services to identify opportunities for support delivery improvements, cost reduction and value add to the customer/client.
• Managing relationships between project delivery resources and Resolver Groups as required, including contractors, delivery sites, local field service, engineering and supplier groups.
• Managing risk and impact of customer change requests, identifying service implications.

What you’ll bring  

• Detailed understanding of service management methodologies including but not limited to ITIL.
• Maintaining an understanding of customers’ business strategy and alignment to service value.
• Sound understanding of technical concepts and frameworks.
• Broad and deep understanding of technical infrastructure projects and related technology dependencies.
• Demonstrate experience or acceptable knowledge of information security standards.
• Minimum 5 years’ experience in relevant role. Industry experience.
• Prevents erroneous decisions to avoid critical delay(s) in schedules and/or unite operation that may jeopardise overall business activities.
• Ability to frequently interact with a variety of stakeholders and team members, normally involving matters between functional areas, other Datacom divisions, customers and the company. Exercises judgement in selecting methods, techniques, and evaluation criteria for obtaining results.
• Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.
• Ability to work in large, collaborative teams to achieve organisational goals.
• Proven negotiating skills with the aptitude to ensure win/win situations for all parties.

Why join us here at Datacom? 

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. 

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. 

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. 

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.