Service Delivery Manager in Adelaide

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. It’s a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

True performance for our customers starts with a true belief in our people. It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

• In addition to competitive remuneration, Brennan offers extensive benefits, including:
• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities
• Discounted hardware and software
• An environment that embraces learning and development

The Role

Reporting to the Service Delivery Manager Team Lead, we are looking for a Service Delivery Manager (SDM) to join our team on a full-time permanent basis in our Adelaide office. You will be assigned a patch of larger, strategic clients to work jointly across with an Account Manager/Business Development Manager. You will own the key Service Delivery relationship, delivering excellence in service assurance, liaising with internal technical staff on behalf of the client, provide generalist network consultancy, be “application aware” and assist with uncovering growth opportunities with the client through new or product upgrades.

A successful candidate in this role would have a good balance between customer service, technical knowledge and experience dealing with C-level executives. They will have to come from an MSP/Systems Integrator background.

Your Responsibilities Include But Are Not Limited To

• Preparing and presenting client operational reporting at monthly meetings
• Client SLAs and Reporting (including driving enhancements)
• Scope and Change Management
• Major incident management
• Driving future technology roadmaps for the client
• Recognised as a subject matter expert in Service Management Operations
• Continuously improve operations and client engagement
• Customer Satisfaction (measured by NPS)
• Assist in development of ITIL Aligned Service Processes
• Continual Service Improvement Plans (CSIP) for client patch
• Relationships with Service Desk and key resolver functions
• Relationships with Account Management and key commercial functions
• Develop deep understanding of client’s business including orchestration of strategic business planning, roadmaps and workshops

What skills and experience you will bring to the team:

• Minimum of 3 years’ work experience in a senior Service Management or Customer role
• ITIL Service Management accreditation
• Strong working knowledge of ITSM service delivery concepts
• Demonstrated ability to position and present at a C-suite level.
• Demonstrated ability to lead and collaborate with a multi-disciplined team.
• Demonstrated skills in negotiation, organisation, and time management.
• Ability to work within a team and achieve results through others.
• Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers.
• Ability to manage and implement change - change agent and ambassador.

NOTE: As part of our hiring process, you will be required to undertake a National Criminal History Check. Brennan is an equal opportunity employer.