Job Description

• Opportunity to grow and contribute
• Excellent Reporting, Customer Service and Communication skills required
• Great Culture – Small business with good sense of ownership across team

Our Client:                        

Our client is small MSP business that id driven by Ownership and Accountability. We is looking for dynamic and experienced leader to lead the service delivery team.

Common Requirement:

• Proven leadership experience and a strong believe in
• Excellent communication and client management skills
• Self-starting individual comfortable with decisions making, leading teams and conflict handling.
• You will  Strong technical IT infrastructure solution background
• Experience in customer service and bringing positive change for the business and team
• Lead by example
• Owns his/her responsibilities and carry's them to 100% rather than working by the clock

Reporting directly to the MD, Service Delivery Manager shall work across Client Satisfaction, ITIL disciplines, Management, HR functions, Client management and stakeholder management.

Role & Responsibilities

• You will be an accomplished IT professional with a strong technical background
• Experience in small-medium sized enterprises would also be hugely advantageous.

General Leadership Responsibilities

• Daily management of growing Service Delivery Team
• Management of ticket queues and customer SLA
• Run daily team stand up meetings
• Weekly Leadership meetings
• Mentoring staff and organising team training

Technical Leadership Responsibilities

• Hiring of the technical delivery team
• Customer issue resolution
• Support/installation & configuration/maintenance to Windows based IT systems, laptops, mobile phones, printers, scanners, photocopiers and other general office equipment
• Provide support for Microsoft based infrastructure 
• Providing technical support and advice to our customers
• Working with Sales team to develop new innovative solutions for the clients

Project & Service Delivery Responsibilities

• Customer project management and resource management
• Team development and performance management
• Manage & Co-ordinate projects
• Client Meetings
• Efficiently communicating with all customers and staff on projects and support requests
• Face to face, remote and onsite troubleshooting and resolving incidents within agreed SLA's
• Creating, updating and maintaining user documentation
• Contributing to the continual service improvement of our services

Experience Requirements:

• Minimum 2 years managing and leading teams
• Minimum 4-6 years of level 3 or expert experience in IT support and systems administration and leading the service delivery.
• You must have excellent ticket communication experience
• Excellent reporting, written and verbal communication skills
• Experience with maintaining and supporting Microsoft based IT systems
• Good understanding of the ITIL framework
• Certification such as MCSE or MCSA or in technologies such as Windows Server administration, networking or virtualisation technologies

On Offer:

• Full time role + Competitive Remuneration + Leadership Position
• Great culture
• Leadership and growth potential

How to apply:

• If you are on our website then please apply using the “Apply Now” button below
• If you are NOT on our website then please visit our website to apply or apply via the link: https://portal.appetencyrecruitment.com.au/1ae9c4d1/information-technology-jobs/service-delivery-manager-north-melbourne.php