An exciting opportunity has become available for an experienced Technical Service Delivery Manager to join our Brisbane team.

In this position, you will be responsible for:

- Maintaining key client relationship, first point of contact and liaison

- Major incident management, Escalation, Problem, Change and Release Management

- Accountable for measuring, monitoring, and meeting service level targets

- Accountable for streamlining operations and provide an outstanding client experience through proactive monitoring and alerting, efficient ticket management and the automation of repetitive technical and process driven tasks

- Accountable for the successful onboarding of new managed services clients

- Undertake continual risk management and service improvement initiatives for your areas of responsibility, including core platforms relevant to support services

- Manage and review service quality to ensure the successful delivery of support services to key client account

- Play a proactive role in fostering collaboration between Technology Services teams

- Participation in continuous service improvement initiatives to drive efficiency and automation through innovation

- Prepare and attend monthly service review meetings with key clients including emergency meetings as required

- Provide regular internal and external reports,



on the teams operations, services levels and other measures as required

- Manage and conduct performance reviews for your team, and all daily, weekly and monthly management tasks and discussions to maintain a happy, healthy and engaged team.

Personal attributes that will lead to your employment:

- Easily connects with a broad range of people

- Builds trusting and open relationships

- Communicates clearly and effectively with a diverse range of people

- Positive, resilient and high-energy

- Manages sensitive and confidential information with absolute discretion

- Enjoys mentoring and coaching their employees to their full potential

- Focuses on the significant and filters out the unimportant

- Delivers pragmatic and efficient solutions, in a timely fashion

- Loves finding efficiencies and streamlining processes

Experience and Knowledge Sought:

- 3 years' Service Delivery

- ITIL Certified

- 5 years background in IT technologies and solutions

- 2 years proven Project Management experience

- Experience in and understanding of the Managed Services Environment

- Demonstrable experience with client and issue management
- A technical background and maintained understanding of current technologies and solutions

📌 Service Delivery Manager, QLD (Brisbane)
🏢 Nexon Asia Pacific
📍 Brisbane