Service Delivery Manager

at  NCS Australia

ABOUT US:

We are NCS Australia! We have brought together Australia’s best tech talent, working as one to harness technology and advance our communities, to make the extraordinary happen.
We’re proud of our rich history of partnering with our clients to develop end to end digital technology solutions to accelerate their transformation and innovation journey. For over 40+ years our diverse global teams have delivered large-scale, mission-critical, multi-platform projects to governments and enterprises.
Job Description
The Service Delivery Manager is the customer advocate within the business for the managed services we deliver, ensuring the supporting teams are clear of the customers’ needs and support requirements. As a respected Managed Services specialist, the role supports our customer operational requirements, and is viewed as critical role by customers. It is critical that the incumbent understands the technology market, and client needs, to deliver relevant and leading managed services and solutions.
The role works within the region to provide advice on service management aspects of managed services (including incidents, problems, requests and changes) and ensures that relevant technical strategies, policies, standards and practices are applied correctly. The role works closely with the delivery teams to ensure solutions are implemented as expected and onboarded in a manner to ensure the managed service can be delivered successfully.
You will deliver Operational excellence for allocated customers by ensuring appropriate governance is applied, service improvement plans are developed, and both service and cost efficiency programs are developed. You will be driving Continuous Value Delivery within the solution in conjunction with the customer. Moreover, you will Influence teams to operate with the upmost level of customer centricity and deliver on customer outcomes.
The role for NCS Managed Services, in partnership with our Customers and Partners, delivers efficient and effective solutions and managed services, and supports the Customer Operations teams, ensuring NCS maintains its market leading position with offerings within and across our digital competencies. Critically the role owns the Customers managed services from both NCS and customers perspective.

Qualifications

• Natural curiosity and ability to analyse situations to identify opportunities to improve service.
• Proven expertise with Managed Services and application delivery with either Cloud, Analytics, Development or Mobile related technologies.
• Effective and structured problem-solving skills and ability to lead to outcomes that continuously improve.
• Commercial acumen in relation to managed services.
• Strong collaboration and communication skills.
• Technical depth to be able to relate to customer.
• Demonstrated ability to build and foster relationships across the organisation.
• Excellent capability and proven ability to drive engagement and retention within a client facing organisation.
• Relevant tertiary qualifications, skills and/or experience in technology, business administration or related fields.
• Effective communication skills and comfortable at public speaking.
• Ability to identify system, infrastructure and project interdependencies and balance competing demands to ensure project deliverables are achieved.
• Demonstrated ability as a delivery manager, able to combine a deep understanding of business processes, industry best practices and architectural patterns to great customer outcomes.
• Must meet Customer SLAs and Satisfaction.
• Must monitor Managed Services profitability of Customer solutions.
• Delivery of quarterly solution roadmaps and health checks of customer solutions and service delivery.
• Oversee growth of customer accounts for related services

Additional Information

Please refer the Job description for details