Are you an experienced IT professional passionate about driving exceptional service delivery while building strong client relationships? Our client, a leader in IT solutions, is seeking a Service Delivery/Account Manager to join their dynamic team. This role is integral to their Service Delivery team, ensuring client satisfaction and fostering continuous improvement.
About the Role
The Service Delivery/Account Manager plays a critical role in delivering IT services to an established client base. With a focus on people, processes, and relationships, this role involves:
• Supporting the Service Delivery team to meet and exceed SLA expectations.
• Acting as a key point of contact for client stakeholders, building trust, and providing strategic direction.
• Developing IT health reports, managing client meetings, and identifying improvement opportunities.
• Overseeing technical standards, resource allocation, and project management.
• Driving process improvements and automation to enhance service efficiency.
Key Responsibilities:
• Service Delivery Excellence: Ensure outstanding client satisfaction by supporting the Service Delivery team in meeting SLA expectations and achieving operational success.
• Client Engagement: Conduct quarterly meetings, present IT health reports, and collaborate with clients to develop tailored solutions.
• Technical Leadership: Maintain technical standards, ensure accurate client documentation, and oversee the development of technology offerings.
• Strategic Contribution: Support the strategic development of technology solutions, both for clients and internally.
• Team Culture: Foster a positive work environment, uphold company values, and contribute to continuous improvement initiatives.
Required:
• A Bachelor’s degree in IT, Computer Science, or equivalent experience.
• At least five years of experience as a Service Delivery Manager or Senior Account Manager within an IT service provider.
• Proven ability to influence and guide team performance without direct managerial responsibility.
• Current Working With Children’s Check, NDIS Check, and Police Check (or willingness to obtain).
Preferred:
• Experience with tools such as HaloPSA, Ninja RMM, IT Glue, or Datto Commerce.