Service Delivery Manager


Experienced SDM opportunity with Empired in Melbourne.

  • Permanent Role
  • Great mix of customers
This opportunity to join the Empired Delivery Services team is based in the heart of Melbourne's CBD and is a permanent position. You will provide a central conduit between Empired's customers, our Services Teams and Empired Account Managers. 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. 
You will also be responsible for:
  • Implementing agreed solutions for Empired customers as per contract, in conjunction with relevant stakeholders. 
  • Working with Empired's operational teams to manage service delivery to scope of contract and service level to ensure Empired and customer expectations are met as part of the strategic alignment of Empired's business objectives. 
  • Proactively identify opportunities for further expansion or improvement of services delivered to customers.
  • Identify risks to the services provided and work with either the customer or 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 is achieved. 
  • Ensure that effective communication on the services delivered is provided to customers (including month or weekly service delivery reports) with the agreed timeframes
Skills and Capabilities Required:

As the SDM you will be required to have the following skills or a solid background in the following:
Commercial experience in a similar position.
  • 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 customer at all levels
  • Demonstrate successful track record in change management across a multi-disciplined, matrix team structure.
  • Excellent verbal and written communication skills.
  • Effective presentation skills.
  • Demonstrate extensive knowledge of contract management issues.
  • Ability to take ownership of and manage small scale projects.
  • ITIL qualifications and/or experience of service delivery management within an ITIL framework
A natural communicator, you are widely experienced in building stakeholer relationships and are renown for you ability to listen.

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