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Job Details
Management
Service Delivery Manager II Booragoon, Perth, WA Posted: 4/26/2024 Job Description Job ID#:
56909
Job Category:
Management
Position Type:
Full Time
Details:
Job Responsibilities:
Transforms client direction into a strategy to create and deliver services and solutions based on established global internal corporate strategies as well as capable to execute a customized services plan.
Contributes significantly to the customer through experiences, thoughts and findings.
Responsible for the establishment, implementation maintenance and continual improvement of the health and safety management system.
Leads the client services team"s accountability for the continuing developments of customer programs through his or her field knowledge and interactions with the customers
Accountable for client satisfaction
Accountable for mentor and lead the Australian Delivery team
Accountable for Employee satisfaction, & Health and Safety
Accountable for Profit and Loss, budgeting and forecasting
Act as Single Point of Contact (SPOC) for client(s)
Provide leadership, direction and coach/mentor team
Implement, monitor and adhere to Best Practices
Implement process improvements
Manage to Scope of Work and Change of Scopes
Assist with new launches or new business with client(s)
Assist with invoicing
Success Criteria
Exceeds the customer"s expectations in terms of quality, SLA achievements, client satisfaction and innovation
Establishes and maintains working relationships with various internal entities to create a comprehensive, well designed, sustainable set of key deliverables ( including targeted research personal coaching sessions, scripted analyst sessions, involvement with appropriate events etc. )
Additional Notes: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job Requirements Details:
Skills, Licenses, Knowledge, Education and Training Requirements:
Bachelor"s degree or four year equivalent preferred
Ideally a minimum of 5 years experience working in IT management role or some combination of 5 years in IT operations and account management
In-depth understanding of IT industry dynamics
Account management experience, such as client management, budgeting, forecasting, profit/loss
In depth understanding of the business value of IT and the alignment of Business and IT strategies
Excellent relationship skills
Critical thinking and problem solving skills
Superior verbal, written, facility and presentation skills
Collaboration and team leadership abilities
Effective time and project management skills
ITIL Foundations experience a plus (for ITO Service Delivery)
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