Customer Experience Manager/Service Delivery Manager

Customer Experience Manager/Service Delivery Manager Full time Add expected salary to your profile for insights Voted HRD’s Employer of Choice – 9 years in a row!Toowong Based (Flexible arrangement)We have an excellent career opportunity for an experienced Customer Experience/Service Delivery Manager to join Data#3 Managed Services team in Brisbane to support our growing part of the Managed Service team the incumbent will be expected to:Develop relationships with “C” level executives to establish a trusted/strategic advisory relationship with our clients.Accountable for driving client satisfaction, managing client relationships, and maintaining and ensuring the delivery of services in accordance with Service Levels.Proactively identify and address potential issues or challenges that may impact service delivery.Analyse service delivery data and trends to identify opportunities for optimisation and innovation.Drive continuous improvement initiatives to enhance service delivery processes, efficiency, and effectiveness.Monitor customer profitability and manage revenue leakage.Advocate customer needs and escalate issues inter-departmentally.Proactively identify and correct any issues with the Support Team that could affect customer satisfaction or retention.Provide input into proposals and tenders.Responsible for commercial/contract management for allocated account(s).Produce and deliver monthly reporting.Organise and facilitate all governance following experiences are essential for this role:Minimum of 5 years’ experience in customer-facing, Service Delivery Management, Technical Account ManagementFamiliar in working with enterprise government and commercial customers and “C” level executives.Strong understanding of service delivery principles, processes, and best practices.Demonstrated leadership and team management abilities, with a track record of motivating and developing team members.Proactive team player with innovative ideas to inspire customer loyalty.Exceptional verbal, written, presentation and interpersonal communication skills.Well-developed financial management skills.ITIL Foundation v3 and v4 or expert following will be viewed as highly desirable when considering applicants:Relevant tertiary education and industry recognised certifications.Experience in laaS, PaaS, SaaS, Enterprise Architecture and Modelling.Experience in the energy sector.About Data#3Listed in 1997, Data#3 is now an ASX200 listed company reporting revenues of $2.5 billion in the 2023 financial year. Headquartered in Brisbane with more than 1,400 employees, it has facilities across 12 locations in Australia and Fiji.Voted HRD's Employer of Choice for the last 9 years, Data#3's culture is built on five core values; Honesty, Excellence, Agility, Respect, and Teamwork (HEART) and these values are integral to the way Data#3 works internally and externally with our 't let this great opportunity pass, send your application now!Please note that Data#3 will request as part of the recruitment process, reference checks and verification of your right to work in Australia. You may also be required to undertake background checks and police checks for security clearance pertaining to specific job  KAWI111592Report this job advert Don’t provide your bank or credit card details when applying for jobs. What can I earn as a Customer Experience Manager #J-18808-Ljbffr