Senior Service Delivery Manager |

Senior Service Delivery Manager


The Role:
This senior career opportunity is based in Melbourne's CBD and is a permanent position.  You will provide a central conduit between Empired's Lifecycle Services customers and teams, Project Delivery teams and Empired Account Executives. This role will be working with a principal Empired customer, involved in the delivery of services and project work by developing client relationships and managing deliverables. The position will see you working in collaboration with the Delivery Improvement Manager across key customer agreements in a quality focused ITIL environment.
You will also be responsible for:

  • Implementing agreed Lifecycle Services 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

Skills and Capabilities Required:

As a Senior SDM you will be required to have the following skills or a solid background in the following:

  • 5-10 years experience in a similar position
  • Outstanding negotiating skills with the aptitude to ensure win/win situations for all parties
  • Proven analytical and high level problem solving skills
  • Excellent customer relationship building and management skills
  • Demonstrate successful track record in building sustainable business relationships with customers at all levels
  • Demonstrate successful track record in change management across a multi-disciplined, matrix team structure
  • Effective presentation skills
  • Demonstrate extensive knowledge of contract management issues
  • Exposure to commercial/financial management modeling and processes, and the application of same in service level planning and deployment

What Empired Can Offer You:

  •  A genuine commitment to a realistic work/life balance
  •  Defined career paths supported by individualised learning and development  plans
  •  Robust on-boarding, orientation and induction programmes
  •  Great social club events
  •  Health & Wellness Programmes
  • Salary Sacrifice options

If you are ready to apply, that is great! we’d love to hear from you today! Please click HERE to apply, NOT the “apply now” button below! We will get back to you in writing within 14 days


Stay up to date with all insights from the Empired blog