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Service Delivery Manager


We are looking for an experienced Service Delivery Manager to join our growing SMO team.

The Company

At Empired & Intergen, we are very clear in our strategic intent and mission for our customers, and we’re extremely focused on how these goals and plans will translate to the delivery of value as they undertake the next phase of their IT journeys with us. 

A modern managed service provider like Empired & Intergen enables more than ‘run and maintain’. A modern services provider has an adaptable resourcing model to provide targeted value at any point of the lifecycle of an IT application portfolio, platform, or system.

We believe that Empired & Intergen plays a role in these journeys as a trusted, single partner who can provide an exceptional run and maintain capability coupled with proven transformational prowess. This is our goal. We use our initiative and innovation alongside an amazing client experience to achieve this goal. In everything we do, and in every project or managed service we undertake, we are helping our customers to achieve Tomorrow’s Advantage, Today.

The Role

As a Service Delivery Manager, you’ll ensure that Intergen is “easy to do business with” through streamlining processes and ensuring we’re following best practices to deliver the best possible outcomes.

Your responsibilities will include but not limited to:

  • Be accountable for all aspects of delivering the contracted annuity services while working with the wider Intergen team to deliver the client’s outcomes.
  • Manage the billing, financials, and reporting for your clients.
  • Support the contract lifecycle from negotiation to implementation, renewal, and transition.
  • Promote a Continuous Service Improvement mindset across your strategic clients by assisting with stand-ups, sprints and Agile/Lean boards
  • Act as the first point of escalation for Intergen’s resolver groups and clients, including stepping into the role of Incident Manager for major incidents.
  • Assist the wider team to maintain a deep understanding of your client’s solutions, technologies, and their business in order to maximise Intergen’s ability to offer support and strategic insight to continuously provide value to their business.
  • Ensure a high standard of service performance by adhering to the appropriate policies and procedures.
  • Improve the quality of the services by monitoring delivery and evaluating client feedback.
  • Contribute thoughts and ideas to maintain a high-quality service experience for Intergen's clients.
The Person

This role would suit someone with the following skills and experience:

  • Significant Service Delivery experience.
  • Experience supporting mission-critical systems.
  • Have 2-5 years’ experience in a similar role in an IT vendor or Professional services environment.
  • A solid working knowledge of the ITIL framework, with the wisdom of when to apply and when not to apply.
  • A solid working knowledge of Agile/Lean/Kanban methodologies and the benefits working in this manner offers your client stakeholders
  • Proven ability at negotiating the challenges of technical service delivery, and how to lead people through those.
  • Have proven experience developing strong, lasting relationships with clients and technical teams.
The Benefits

Aside from offering a great job in a great city with an awesome team, we offer ongoing support and development for your future career growth, an awesome social calendar – weekly social gatherings, team sports events, a focus on health and wellbeing, including a flexible Work from Home program, sporting teams, discounted health insurance and much more!
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 online today for further information.


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