Job Description
An exciting opportunity has become available for an experienced Technical Service Delivery Manager to join our Brisbane team.
n In this position, you will be responsible for:
n
n
Maintaining key client relationship, first point of contact and liaison
n
Major incident management, Escalation, Problem, Change and Release Management
n
Accountable for measuring, monitoring, and meeting service level targets
n
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
n
Accountable for the successful onboarding of new managed services clients
n
Undertake continual risk management and service improvement initiatives for your areas of responsibility, including core platforms relevant to support services
n
Manage and review service quality to ensure the successful delivery of support services to key client account
n
Play a proactive role in fostering collaboration between Technology Services teams
n
Participation in continuous service improvement initiatives to drive efficiency and automation through innovation
n
Prepare and attend monthly service review meetings with key clients including emergency meetings as required
n
Provide regular internal and external reports,



on the teams operations, services levels and other measures as required
n
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.
n
n
Personal attributes that will lead to your employment:
n
n
Easily connects with a broad range of people
n
Builds trusting and open relationships
n
Communicates clearly and effectively with a diverse range of people
n
Positive, resilient and high-energy
n
Manages sensitive and confidential information with absolute discretion
n
Enjoys mentoring and coaching their employees to their full potential
n
Focuses on the important and filters out the unimportant
n
Delivers pragmatic and effective solutions, in a timely fashion
n
Loves finding efficiencies and streamlining processes
n
n
Experience and Knowledge Sought:
n
n
3+ years' Service Delivery
n
ITIL Certified
n
5+ years background in IT technologies and solutions
n
2+ years proven Project Management experience
n
Experience in and understanding of the Managed Services Environment
n
Demonstrable experience with client and issue management
n
A technical background and maintained understanding of current technologies and solutions
n

📌 Service Delivery Manager, Qld (Queensland)
🏢 Nexon Asia Pacific
📍 Queensland