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 who is strong on the Technical Side 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.