CNS Hiring for IT Service Delivery Manager Job at Remote Full Time

Introduction

This Service Delivery Manager role is a new role to the business that has come about due a rapidly expanding customer base and operations team based in Sydney and overseas.

CNS is a Managed Service Provider that has been in the market for the last 20 years with over 70 staff globally. As a Microsoft Gold Partner and ISO 27001 certified there is already a good toolset, process, and agreements in place but there is always room for improvement.

Role Description

The SDM role will be responsible for the service delivery and coordination based in North America looking after customers in North America and Europe. Working with our international and local resources to ensure services are delivered with a high standard and meeting SLAs across requests, incidents and problems. Managing incident meetings, notes, schedules, resources, issues and risks across projects with support of the Senior resources for escalations as required.

Progression

The right candidate would be positioned to take more responsibility for Service Delivery Management, resourcing, policies and processes to improve service delivery. Moving into a Operations Manger role.

Key Goals

To be successful in this role the Senior Service Delivery Coordinator will be responsible for the 3 key pillars.
Operational Excellence

Working with the Technical Team to make sure SOPs are followed, created and updated on a daily basis to ensure a consistent approach to common issues and requests to match our standard. Ticket lifecycle is managed in accordance with the SLA, tickets are regularly updated and scheduled in with customers. Technical resources are calling customers and proactively resolving issues.
Customer Satisfaction

Increasing team performance and customer satisfaction across the board is an important goal for the business. Working with customers
Team Culture

Build a culture of success with the Team by implementing training and professional development plans and organise in Team events.
Qualifications and Experience

• Managed Service Provider background
• 2+ years coordination or service delivery
• 2+ years of people managment
• Strong technical background

Favourable Experience/Qualifications

• Project Manager Certifications e.g PRINCE2, ASM, PMP/CAPM
• ITIL v4 (desirable)
• Cloud experience & certifications
• Healthcare experience

• Skills & Competencies

• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• High attention to detail.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Knowledge of IT applications, processes, software, and equipment.
• Self-motivated with the ability to work in a fast-moving environment.
• Skill in planning and preparing written communications.
• Strong organizational, presentation, and customer service skills.
• Typing skills to ensure quick and accurate entry of service and project details.
• Understanding of support tools, techniques, and how technology is used to provide services.

Job Type: Full-time

Salary: $100,000.00 – $130,000.00 per year

Benefits:

• Professional development assistance
• Work from home

Schedule:

• 8 hour shift

Supplementary Pay:

• Overtime pay
• Performance bonus
• Tips

Experience:

• People Management: 2 years (Preferred)

Expected Start Date: 29/07/2022