Senior Service Delivery Manager

Date: 17-Jun-2022

Location: Sydney, Australia

Company: Canon


  • Be a part of a growth story and invest in your long-term future
  • Long term development opportunity in a growing organisation
  • Significant investment in the growth of our business

About us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We are trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

About the Role

This position is key to demonstrating to our customers that we truly care, we aim for flawless execution and provide outcomes for our customers that are better than they could do for themselves. You will be the voice of the customer within our business, ensuring that there is ownership and accountability for the delivery of services to our customers. In addition to working closely with our customers, you will also be working with our delivery teams within Canon Business Services to ensuring we are executing the highest of quality outcomes. This is a Melbourne based role reporting to Head – Service Delivery.

Main Duties

  • Ensure delivery teams are delivering to and exceeding the customer’s expectations, to establish a shared view of the services and target over delivery of service levels for our customers.
  • Lead service reviews to ensure the current services continue to meet and exceed our customers’ needs
  • Collaborate with our Account Managers to grow the customer relationships
  • Monitor and report on our overall performance to identify improvement opportunities, optimise the operations and highlight the value of our services
  • Provide an escalation point for issues (both customer and internal) and ensure escalations are appropriately actioned
  • Maintain and nurture relationships with our internal teams (technical and other) and external partners

About You

We are looking for an individual who enjoys an environment where no two days are the same. The successful candidate will have previous success creating and maintaining great relationships with customers and be an excellent communicator both written and verbally. You are a highly organised person who can juggle multiple priorities and can still deliver to agreed timelines. Your ability to evolve solutions in addition to dealing with complex problems/conversations whilst growing strong customer partnerships will be instrumental to your success in the role. You will also possess:

  • Tertiary qualifications or equivalent
  • 10+ years IT industry experience managing complex customer requirements
  • 8+ years working in IT Service Management
  • ITIL v3 Certificate Foundation or above
  • 5+ years’ experience in a multi-customer outsourced environment providing services such as Service Desk, Infrastructure Management and Cloud Services.

In return we offer a supportive team environment where collaboration and support from your leaders and peers is the norm. We’ll invest in your development and long-term future and we can promise you a variety and enough challenge to keep things interesting across the wide variety of customer we support. When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now. Successful applicants will be notified of next steps.