Team Leader - Service Delivery Management

Role Overview and Objectives

The Team Leader - Service Delivery Management role is required to assumed responsibility for managing the quality and cost-effective service delivery to the Datacom customers/customer of relatively large contracts. This role will involve managing the technical/service delivery relationship with the customer.  A core function of the Team Leader – Service Delivery is to oversee the day-to-day activities, manage the personnel and coordinate resourcing within their department. Having wide-ranging experience, this role involves using professional concepts and company objectives to identify best practices and enhance capability.

What you’ll do

The Team Leader - Service Delivery Management is responsible for (but not limited to):

The implementation of a solution in accordance with contracted terms for complex opportunities or managing large outsource business activity directly.

Managing the day-to-day work of the delivery team of a medium sized outsourced business activity as prime contractor in implementation. 

Managing/monitoring budget by tracking and approving expenditures, controlling costs, validating vendor expenses, anticipating and correcting forecasting errors.

Managing relationships between project delivery resources, including contractors, delivery sites, local field service, engineering and supplier groups.

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.

Participating with account managers and engagement teams in defining/designing, costing and scheduling.

Developing, reviewing and finalising the implementation plan as well as achieving approval for large, complex opportunities.

Conducting and participating in readiness reviews.

Staffing delivery resources and ensuring that qualified internal and contractor resources are in place to meet program or project goals according to plan.

Developing and communicating delivery status and performance reports.

Establishing a responsive business relationship with customers including problem reporting, escalation and resolution processes.

Manging risk and the impact of customer change requests, thence identifying service implications.

Providing guidance and advice to subordinates within the latitude of established company policies in order to meet schedules and resolve technical problems.

Monitoring performance of service delivery personnel, reviewing relevant KPI’s and trends to drive efficiency and improvements which will benefit our customers and our employees.

 Responsible for implementing a principle driven health and safety culture that cares for employees and ensures their safety in line with Datacom policy.

 Takes reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others. Reports all incidents, hazards or unsafe work practices as per Datacom policy.

What you’ll bring

At least 15 years’ relevant industry experience.

Demonstrated experience in managing people and teams.

Excellent project management skills and a proven record of successful staff management.

Ability to manage complex issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.

Financial management, including cost estimation and budget tracking and reporting.

Broad and deep understanding of technical infrastructure projects and related technology dependencies.

Demonstrated understanding and implementation of Service Delivery and Project Management disciplines.

Strong financial management practices with a clear understanding of the relationship between costs, utilisation and project revenue.

Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results.

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.

Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.

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.