Technical Service Delivery Manager

About Novigi

Novigi is the data and technology partner to the Financial Services Industry with offices in Sydney, Melbourne, Wollongong and Colombo, Sri Lanka. At our core, we are data-driven transformation and business optimisation experts.

Our services help our clients to navigate the three data megatrends driving the financial services industry: data-driven operating models, sector wide interoperability and the data challenges of consolidation and mergers.

By working collaboratively with our clients to design, build, run and govern data and technology solutions, we help them to leverage their data and technology assets and deliver better outcomes. We do all of this with the values of Innovation, Collaboration and Banter in mind.

Summary:

As a Technical Service Delivery Manger, you'll play a pivotal role in providing outstanding application and infrastructure services to both our internal and external client base. Your responsibilities will encompass both short term and ongoing managed services, all aimed at driving the successful delivery of client outcomes and aligning with Novigi's business objectives. You will be required to participate in projects, client onboarding and ongoing service delivery from initial engagement to the transition into support into business as usual delivery of agreed services requiring strong organisation skills and attention to detail.

About the Role

In teams:

Experience Team

Works with:

- Portfolio Leads

- Client Partners

- Delivery leads

- Software Engineer

- Senior Client stakeholders

Responsibilities:

Take charge of service delivery efforts, collaborating closely with internal teams to meet client needs and SLAs.

Serve as an escalation point for technical issues related to the managed services offered throughout the engagement lifecycle.

Develop a comprehensive understanding of our managed services customer's business, goals, and challenges to offer innovative solutions and recommendations.

Contribute to the develop and maintenance of service delivery frameworks, processes, and metrics to optimise performance and client satisfaction.

Contribute to the end-to-end customer onboarding process, ensuring seamless transitions and successful implementations.

Drive initiatives to elevate the overall customer experience, including soliciting feedback, analysing trends, and implementing enhancements.

Collaborate with cross-functional teams to address customer pain points and deliver value-added services.

Implement and enforce best practices for incident management, problem resolution, and escalation procedures.

Cultivate strong relationships with key stakeholders and advocate for customer-centric approaches.

Assist with the upskilling of peers and technical resources to develop a broader technical and service delivery capability across Novigi via knowledge transfers and documentation.

As required, contribute to the development of client proposals and SoWs particularly in the definition of scope, deliverables, and estimates.

Help prepare for, and participate in, sales meetings where your area of expertise is a core element of the potential client opportunity.