Senior Service Delivery Manager
Wellington, New Zealand
4d ago

Our purpose

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in

The Nitty Gritty

We have over 6,200 people across our global offices, and generate an annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies.

We have extensive expertise in operating data centres, providing IT services, software engineering and application management, as well as payroll and customer service design and operations.

With this comes a long list of significant clients Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds.

We are local at heart, yet world-class in capability.

About the Role

As a member of the Customer Group, the Senior Service Delivery Manager will interact directly with customers and other members of the Datacom teams to ensure technology based solutions delivered meet the customers’ business needs and challenges, as well as Datacom’s obligations under the terms of the customers’ contract.

In conjunction with the Customer Group and under the supervision of the Head of Customer Operations in region, the Senior Service Delivery Manager plays a vital role in creating and maintaining long-term healthy and mutually beneficial customer relationships.

This role’s key responsibility is governance across all managed services provided within a single Line of Business to their customer base, acts as a single point of contact for customers in relation to the provision of contracted services, and is responsible for aligning the customers’ requirements and expectations with Datacom’s service levels.

What you’ll bring

  • Understanding of Service Management methodologies including ITIL
  • Technical aptitude to manage high priority incidents liaising with and providing guidance to technical staff
  • Commercial awareness
  • Ability to interpret and analyse technical and business data to create information and recommendations for customers
  • Report writing skills and an ability to determine the information that is most important to the audience (both internal and external)
  • Documentation skills and attention to detail
  • Demonstrate leadership and conflict management
  • IT industry experience
  • Technical or technical leadership background to be able to challenge / qualify technical advice and provide high level guidance.
  • Responsibilities

  • Providing a single point of contact for customers in relation to the delivery of a single Line of Business contracted services
  • Maintaining regular customer engagement and ensuring adequate engagement coverage is in place across the organisation to deliver services
  • Work with Operate delivery teams to report on Datacom Service Level achievements against agreements
  • Participate in Incident, Problem and Change management processes
  • Liaising with the customers on billable out of scope work delivered by Operate teams to ensure agreement on both the scope and cost prior to the work commencing
  • Updating contract particulars as they relate to managed services
  • Creating documentation when required.
  • Conveying relevant information to the delivery teams
  • Why you want to join us

    At Datacom we believe that doing good, is good for business. We’ve maintained our local family feel whilst expanding globally, across Australia, ASIA, US and the UK.

    Our brand and reputation depend on proving the promise’ and we aspire to be the trusted advisor for our customers across Government and the private sector from enterprise scale to regional business.

    We offer our staff a competitive salary package, fantastic perks and benefits like healthcare, life insurance, discounts at local retailers and a supportive, flexible working environment.

    If you want to join a company making a difference, apply now!

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