Description:
Service Delivery Manager - NV1 Cleared | BrisbaneCleared Recruitment is excited to be partnering with a leading organisation committed to enhancing community safety and forensic service delivery.
We are looking for an experienced Service Delivery Manager to oversee business-as-usual (BAU) service operations, ensuring forensic software solutions are delivered effectively.
Previous Policing or public safety experience is very much desirable.
This role requires strong leadership, a problem-solving mindset, and a passion for delivering outstanding service.
About the Role
Reporting to the Service and Delivery Director, you will manage a portfolio of customer service accounts, ensuring SLAs are met while building and maintaining strong client relationships. You will work alongside project managers, developers, and customer support teams, streamlining service operations and improving workflows to drive efficiency.
This role is focused on BAU and customer engagement, with any new business opportunities referred to the Chief Commercial Officer (CCO).
Key Responsibilities:
- Manage and oversee a portfolio of customer service accounts, ensuring service quality and performance meet expectations.
- Take ownership of SLAs, incidents, and reporting, ensuring issues are identified and resolved efficiently.
- Develop and refine incident service management processes to align with industry best practices.
- Support the Service and Delivery Director in achieving SLAs by leveraging team resources, processes, and tools.
- Lead regular client meetings and monthly service reviews, ensuring transparency and alignment with customer expectations.
- Contribute to Quarterly Business Reviews, ensuring service delivery remains aligned with contractual obligations.
- Maintain and update service management documentation, including policies, standards, and procedures.
- Oversee daily incident management, escalating high-priority issues as required.
- Foster collaboration across teams, building strong relationships with internal teams and clients.
- Stay updated on industry trends, best practices, and emerging technologies to enhance service delivery.
- Work autonomously when required, demonstrating initiative and adaptability.
Our Ideal Candidate Has:
- Proven experience in IT service delivery management or a related role.
- A track record of leading IT teams and delivering high-quality service outcomes.
- Strong understanding of IT infrastructure, applications, cloud services, networking, and cybersecurity.
- Hands-on experience with service management tools such as ServiceNow, Jira, or Cherwell.
- The ability to analyse data, generate reports, and drive service improvements.
- Exceptional communication skills, capable of explaining technical concepts to a range of stakeholders.
- A customer-first approach, ensuring positive engagement and proactive service management.
- Strong problem-solving skills, with the ability to manage competing priorities.
- Excellent time management and troubleshooting abilities.
- Interpersonal skills to foster strong relationships and influence stakeholders effectively.
What This Opportunity Offers:
- Comprehensive training and onboarding in forensic software solutions.
- Work alongside highly experienced SMEs in a values-driven team.
- A collaborative and supportive team environment.
- Autonomy and ownership over service delivery processes.
- Flexible work arrangements to support a healthy work-life balance.
- Attractive employee benefits, including a professional development budget and birthdays off.
- Career growth opportunities in a dynamic and fast-growing sector.
Qualifications & Certifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL4 Foundation Certification (mandatory).
- ITIL 'Managing Professional' Certification (preferred).
- Experience working with public sector organisations, particularly health and public safety, is highly desirable.
Security Requirements:
To be eligible for this role, candidates must:
- Hold an active NV1 security clearance .
- Be an Australian citizen (mandatory).
- Be based in Brisbane .
How to Apply:
If this opportunity interests you, contact Daniel on:
M: 0424 906 007
At Cleared Recruitment, we specialise in connecting skilled professionals with opportunities in Defence, Intelligence, and National Security .
Know someone who might be a great fit? Refer them to us and receive a gift card up to $1,000 . Terms and conditions apply.
26 Mar 2025;
from:
uworkin.com