Service Delivery Manager

Why work for Brennan?

At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian-owned systems integrator in Australia.

Brennan offers an excellent remuneration package and benefits including:

• An environment that embraces learning and development of all employees
• A focus on health and well-being - social club, sporting teams, health checks, poker, and trivia nights and more!
• Discounted IT hardware and software products
• A strong culture underpinned by values that are truly lived every day
• Flexibility to work in the way that brings out the best in you
• Plenty more ...
  
  

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 new Brisbane office in Fortitude Valley. 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 you will bring to the team:

• Minimum of 3 years’ work experience in Service Management
• Experienced working in an MSP environment
• 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
• Strategic thinking with get-up-and-go attitude
• A willingness to work and adapt to a fast growing & changing environment.
• Self-sufficiency and a high degree of autonomy.
• Ability to work within a team and achieve results through others
• Ability to influence external & internal stakeholders as part of a continuous improvement life cycle for customers
• Strong decision making / problem solving skills
  
  

Desirable

• Commercial experience & exposure to Presales or Solutions Architecture in as many of the following areas: IT, cloud, data, networking, unified communications, voice or telephony.
• Industry based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP)
• IT Project Management Foundation level accreditation (PMBOK, PRINCE 2)
• Tertiary qualifications (e.g. Management, Business, Engineering)
  
  

NOTE: As part of our hiring process, you will be required to undertake a National Criminal History Check.

Brennan IT is an equal opportunity employer.