Service Delivery Manager

Date: 22-Nov-2021

Location: Sydney, Australia

Company: Canon

As part of Canon Business Services, Harbour IT and Converga are seeking to provide holistic business service solutions to enable their customers to optimise their operations. Harbour IT is a leader in managed IT services, infrastructure and Cloud technologies throughout Australia, transforming business processes and changing the shape of how our customers do business is our passion and expertise.


About the role


Due to an internal promotion, we currently have an opportunity for an experienced Service Delivery Manager to join our Sydney Team. 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 Harbour IT to ensuring we are executing the highest of quality outcomes.


Key Responsibilities include:


  • 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.


Must have skills/experience:


  • 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.

<span style="font-family:"Verdana",sans-serif">We believe in the power of an inclusive & 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.

<span style="font-family:"Verdana",sans-serif">As an equal opportunity employer, all applicants will be considered.

<span style="font-family:"Verdana",sans-serif">Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work.

<span style="font-family:"Verdana",sans-serif">All applicants must be eligible to work in the country they are applying to at the time of application.

<span style="font-family:"Verdana",sans-serif">Looking to join this diverse team, apply online now. Successful applicants will be notified of next steps.