Senior Service Delivery Manager

Empired Ltd

Senior level Service Delivery Manager required. Apply today!

Senior Service Delivery Manager

You will be responsible for delivering our managed services solutions for Empired clients as per contract, in conjunction with relevant stakeholders. This role will be working with all areas of Empired involved in the delivery of services and project work by developing customer relationships and managing deliverables. 

Your focus will be to provide ITSM based delivery services to our client.

Your responsibilities will include but not limited to:
  • Ensuring Empired meets and/or exceeds its obligations as per the contract deliverables including SLA’s, OLA’s and KPI’s.
  • Implementing agreed solutions for clients as per contract, in conjunction with relevant stakeholders
  • Working with all the aspects of Empired's service delivery teams to manage service delivery to scope of contract and service level agreements to ensure Empired’s internal and customer expectations are met
  • Proactively identify opportunities for further expansion or improvement of services delivered to clients
  • Proactively identify risks to the services provided and work with the client and the Empired Account Manager to mitigate those risks
  • Provide effective and timely information to the managers of service delivery teams to ensure a high level of customer satisfaction
  • Ensure that effective communication on the services delivered is provided to clients (including month or weekly service delivery reports) with the agreed timeframes
  • Assisting the development of proposals and tender responses as required
  • Provide support and assistance to the Account Manager as required; and
  • The SDM will also act as a conduit between Service Delivery, Project Services, and Contract Management.
  • Drive continual services improvement initiatives across the account that benefit both Empired and the Client.

    The Person
    You will need to be a passionate, motivated and client-focused Service Delivery Manager. You will be incredibly ambitious, and confident in engaging at senior levels to further build your personal brand and Empired’s brand in this competitive market. You will have energy, vision and the desire to drive and grow new business.

    This role would suit someone with the following skills and experience:
  • 10 years experience in a Service Delivery Manager position
  • Demonstrated successful track record in building and sustaining business relationships with clients at all levels. This is essential.
  • Outstanding negotiating skills with the aptitude to ensure win/win situations for all parties.
  • Proven analytical and problem-solving skills.
  • Excellent customer relationship building and management skills.
  • Demonstrate successful track record in building sustainable business relationships with the customer at all levels
  • Demonstrate extensive knowledge of contract management issues.
  • Strong budget management skills
  • Software and infrastructure management experience
  • Familiarity with Agile development methodologies
  • Ability to take ownership of and manage small scale projects.
  • ITIL qualifications and/or experience of service delivery management within an ITIL framework.

If you are a natural communicator, are widely experienced in building stakeholder relationships, are renowned for your ability to listen, and have a passion for technology this is the role for you!
Empired is an Australian-owned and headquartered digital services provider with the breadth and depth to enable mid to large sized enterprises to tap into tomorrow’s advantage today.
Empired helps organisations across Australasia to transform, thrive and stay relevant as digital businesses in an ever-changing world. Using technology as the enabler, we assist businesses to engage customers, increase efficiency, improve productivity and achieve competitive advantage. 

Apply now!