Job Description
Company Description
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Inlogik ( is recognised for creating intuitive, secure with ease-of-use commercial credit card and expense management software solutions. Our software is currently being used in over 30+ countries and is the trusted credit card management platform exceeding customer expectations.
Job Description
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With our continued success, we have an exciting opening for an experienced Senior Service Delivery Manager. This role will support the day-to-day management of services delivered by Inlogik, ensuring we meet the contracted deliverables for the customer. This includes direct management of several key systems and processes which span Support, Product & Service Delivery teams. This role requires some face-to-face involvement with customers on an infrequent basis, including acting as a single point of contact for specific high-impact customer issues and management of Inlogik's response to these issues. This role is also expected to manage key process improvement projects from scoping through to completion.
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The day-to-day may look like but not limited to:
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Direct management of several key systems and processes in providing day-to-day.
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Provide assistance in directing Inlogik teams to meet the demands of the customers' business requirements. This will involve assisting in prioritising and coordinating Inlogik service delivery activities to the customer.
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Drive and participate incident and problem management representing customer interests. Formalised rostered responsibility for customer support for major incidents i.e. something that significantly impacts customer's line of business.
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Ensure an accurate alignment between Service Delivery and technical delivery whilst communicating major service outages and/or escalations.
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Accountable for ensuring high standards of customer satisfaction are maintained at all times.
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Addressing any issues impacting customer satisfaction targets in conjunction with relevant stakeholders when required.
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Manage improvements in the service delivery processes.
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Ensure all SLAs are met through analysis and presentation of SLA reporting, ensuring any direct impact is dealt with appropriately.
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Coordinate planned changes with Customer Representatives, Change Management, and Service Delivery.
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Support the Account Manager's and Technical Support Specialist's on new services and/or expansion of services, providing guidance on service delivery and performance expectations.
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Managing the service desk system and ensuring the dashboard is reviewed and actioned as required to deliver against client SLAs.
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Point of contact after Inlogik support team for clients.
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Any other duties as reasonably directed by Inlogik.
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Additional Information
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This is a great opportunity to utilise your experience, work with talented professionals and join a company that embraces technology and worklife balance. Some of our employee benefits include:
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The tools needed / required and more.
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The ability to gain professional development to improve your technical knowledge.
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The prospect in joining a team that provides support, mentoring and guidance.
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Recognition on achievements, milestones and more.
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A rewarding competitive salary package.
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Health and Wellness Programs.
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Novated lease and salary sacrifice options.
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Flexibility and Work Balance lifestyle.
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Additional Leave options.
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Social Activities.
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and plenty more.
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Interested? Apply now with your latest resume with contact details and we will make contact in how you can be apart of the team.