Service Delivery Manager
Location: AU, , Melbourne
Department: Squiz 
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Unspecified
Industry: Information Technology and Services
Function: Production
Company profile: Squiz is one of the world's leading web solutions companies. We design, build and manage engaging websites and online applications using our Web Experience Management Suite, the Squiz Suite. Our clients include many household names and range from large global organisations to Government bodies and charities. We have an international network of offices in Australia, the UK, USA, New Zealand and Poland, and employ over 250 permanent members of staff.As a team, we are talented, motivated and enthusiastic. We live and breathe the web and our passion is finding new and innovative solutions using Squiz products alongside the latest web technologies. Our staff give 100% and are offered a high level of autonomy, responsibility and opportunity in return.
Description: Have you seen the new Service Delivery Manager at Squiz? Here’s a little about them:Our SDM works closely with our production team to manage the operational delivery of services to our clients and also acts as the key point of contact for any client escalation queries. They are across all areas of our clients’ services including service management, incident and change management, continual service improvement and customer satisfaction and are also a fantastic people person with the ability to foster strong relationships between different stakeholders. Wait…could this be you?Let us introduce ourselves. Squiz is an Australian grown, multinational software and professional services company and we work in the web engagement space. We’ve been recognised in the Magic Quadrant for WCMS by Gartner. But mostly we’re a bunch of the industry’s best that love people, innovation, and service. And we’re expanding! As a result we have a new and very exciting position within our Production team in Melbourne for a dynamic Service Delivery Manager.Let’s get down to the nitty-gritty. As the Service Delivery Manager for Squiz, here’s what you would be expected to do:Build and foster lasting relationships with our clients;Ensure successful service delivery by meeting SLA targets;Communicate effectively to resolve issues and develop new opportunities;Anticipate and respond to client needs proactively to ensure a high level of client satisfaction;Monitor the overall performance of services;Generate service delivery reports and run service delivery meetings;Provide change management reports to guide the operations team and ensure preparation for changes;Work with the production operations team to create and manage scheduled upgrades and the necessary reports;Act as the regional support contact to develop common procedures and processes to manage the ticketing system by working with our support team in Hobart;Communicate effectively across stakeholders ranging from Production team staff to senior management and clients;Monitor the overall performance of services by collaborating with Regional and Business Managers on resource allocation and task delegation;Maintain all client related records, documentation and portfolios; What we’d be looking for is:5+ years’ experience in a similar role;Technical understanding of the web space, inc. web development, server level technology, integration techniques, ITIL or similar formal support model understanding/expertiseExperience within a vendor environment, managing client and internal support ticketing;Experience in negotiation, management and risk management for operational support;Promotes the increased use of Shared Services capability;Experience with Zendesk, JIRA, or similar desirable;A people person who enjoys fostering relationships;An ability to drive processes to achieve targets;Adaptability and a love for fast paced environments;Excellent written and verbal communication. And to sweeten the deal, we also offer a competitive salary, laptop, career progression and more. Send in your application today!  
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