Service Delivery Manager


Join our Service Delivery Management team in Perth as our newest SDM.

The Role 
You will be responsible for delivering our managed services solutions for Empired clients as per contract, in conjunction with relevant stakeholders. 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. 

Your focus will be to provide ITSM based delivery services to our client.

Your responsibilities will include but not limited to:

  • Ensuring Empired meets and/or exceeds its obligations as per the contract deliverables including SLA’s, OLA’s and KPI’s.
  • Work collaboratively with operations teams to achieve the delivery of the contracted day to day operational services
  • Appropriate management of day-to-day operational issues.
  • Ensuring Empired achieves a high level of satisfaction with respect to the delivery of all required services.
  • Appropriate management of internal and external Escalations (third parties);
  • Analysis, delivery, and presentation of Service Delivery reports and the provision of advisory services in relation to improving service and/or operational performance.
  • Resourcing and budget management
  • Escalation point for all operational issues.
  • Provide support and assistance to the Account Manager as required; and
  • The SDM will also act as a conduit between Service Delivery, Project Services, and Contract Management.
  • Drive continual services improvement initiatives across the account that benefit both Empired and the Client

The Person
You will need to be a passionate, motivated and client-focused Service Delivery Manager. You will be incredibly ambitious, and confident in engaging at senior levels to further build your personal brand and Empired’s brand in this competitive market. You will have energy, vision and the desire to drive and grow new business.

This role would suit someone with the following skills and experience:
Demonstrated successful track record in building and sustaining business relationships with clients at all levels.

  • 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 the customer at all levels
  • Demonstrate extensive knowledge of contract management issues.
  • Strong budget management skills
  • Software and infrastructure management experience
  • Familiarity with Agile development methodologies
  • Ability to take ownership of and manage small scale projects.
  • ITIL qualifications and/or experience of service delivery management within an ITIL framework

If you are a natural communicator, are widely experienced in building stakeholder relationships, are renowned for your ability to listen, and have a passion for technology this is the role for you!
Empired is an Australian-owned and headquartered digital services provider with the breadth and depth to enable mid to large sized enterprises to tap into tomorrow’s advantage today.
Empired helps organisations across Australasia to transform, thrive and stay relevant as digital businesses in an ever-changing world. Using technology as the enabler, we assist businesses to engage customers, increase efficiency, improve productivity and achieve competitive advantage. 

Apply now!

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