Service Delivery Manager

• Developing a deep and thorough understanding of projects to gain insights into the scope of
  delivery, and to be responsible for end -to -end management of projects.
  
• Ensuring that systems, procedures and methodologies are in place to meet required quality
  standards and service level agreements.
  
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing
  effective communication between stakeholders and post -incident reviews.
  
• Taking accountability for service delivery performance, meeting customer expectations and
  driving future demand.
  
• Recommending methods of improvement and seeing that actions are planned and
  implemented on time for service delivery improvements.
  
• Providing accurate and regular reports to the management on performance of the service
  delivery and on -going projects.
  
• Leading a software engineering team, including staff recruitment, performance assessment,
  training and mentoring.
  
• Building and maintaining positive relationships with customers.
  
• Building strong relationships with other teams (client servicing, creative, user experience and
  product) and stakeholders to enable effective dialogue exchange between departments.
  
• Collaborating with technical partners to set standards for software, infrastructure and
  security.
  
• Ensuring that projects and services are delivered to comply with latest RMIT, Outsourcing
  and Security guidelines.
  

Requirements

• Bachelor’s degree (or equivalent) in computer science, information technology, or
  engineering
  
• Experienced in dealing with 3rd party service providers
  
• Solid organizational and project management skills
  
• Exceptional leadership skills and ability to train and guide junior members
  
• Strong customer service and people management skills
  
• In -depth knowledge of escalation procedures, incident management, resource planning and
  other disciplines related to service delivery, e.g. ITIL principles
  
• At least 3 years of relevant professional experience in a similar role, or 7 years of experience
  in software development experience around enterprise and cloud environments
  
• Solid problem -solving skills and ability to manage and prioritize tasks efficiently
  
• Excellent oral and written communication skills.