About Us
At ENTAG we help businesses thrive! We are a technology services business, partnered with Australia’s largest telecommunications supplier, and world leading technology providers, delivering innovative ICT services and solutions to customers at all levels from small, to medium businesses through to enterprise and government. Our growing team, is made up of Business and Technology Consultants, Project Managers and end-to-end Solution Delivery Experts.
As a team, we challenge ourselves and each other to pursue better, go farther, and we use this energy for our clients. Entag is a client-focused, openminded group who have a vision of transformation.
About the Position
We are looking for our next Service Delivery Manager to join our Operations and Service Delivery team based in either Brisbane or the Sunshine Coast (with the ability to travel to Brisbane at least once a week).
The role will see you as the conduit between our key enterprise customers and our internal technical and delivery teams. Use your strong client relationship management, service delivery and project management skills to provide engaging and effective support to our major Enterprise, Managed ICT and Mobility customers whilst striving for continuous service improvement and ensuring key SLA’s are met.
You will:
- Manage the operational relationship with some of our key customers including: ensuring SLA’s are met, managing change processes, structured reporting and continuous improvement;
- Develop and execute strategic ‘customer service centric ‘plans that will build a better delivery model, clearer communication processes and better support the customer;
- Maintain and continually improve customer satisfaction;
- Promote a customer centric culture, challenge the status quo and champion customer needs and expectations across internal stakeholder groups;
- Manage customer escalations;
- Develop and execute strategic customer service plans;
- Work collaboratively and effectively across our Service Delivery team to identify and resolve issues whilst achieving results against all contracted services agreements for our customers;
- Identify and disseminate crucial information to relevant stakeholders.
About You
You will need:
- Proven experience as a Service Delivery Manager, ideally gained from within the Telecommunications or ICT industries, however not essential;
- Demonstrated ability to deliver to a high standard, meeting SLA's, navigating and resolving escalations and continually building and strengthening customer and stakeholder relationships;
- Outstanding communication skills and the ability to effectively influence both internal and external stakeholders;
- A passion and drive for continual process improvement to drive efficiency outcomes for the customer and our business;
- Ability to work in a dynamic, fast paced and evolving environment;
- A desire to stretch yourself in your own development;
- Intermediate computer literacy and the ability to learn new systems quickly;
- Previous experience with Telstra systems/products/services and/or Managed Service Provider experience highly regarded, but not essential;
- Certification and/or experience in ITIL Service Design and Service Level Management practices will be highly regarded, but not essential.
To apply please submit your cover letter and resume by COB Friday 31st March, 2023. For further information or for a confidential discussion, reach out to Lisa on 0439 104 054
Please note that short-listing will commence immediately and only applicants successful through the short-listing process will be contacted.
This advertisement will expire on 31st March, 2023.
