SDM (Service Delivery Manager) IT and Managed Services
About Us:
Centra Networks is a leading 21-year veteran Managed Services Provider and Licensed Telecommunications Carrier, primarily supporting businesses in South East Queensland and managed national organisations.
The Role:
Our Service Delivery Team is the backbone of our success. We are currently looking for an experienced Service Delivery Manager to lead a high-performing team of 15 technicians across our Brisbane, Hervey Bay, and Bundaberg offices. This role is primarily located in our Brisbane office. Maintaining a stable foundation, this role presents a fantastic opportunity for someone passionate about delivering exceptional IT services. As our Service Delivery Manager, you will be responsible for managing and mentoring a team of technicians, ensuring smooth operations across three major cities. Our team is functioning well and experiencing consistent growth, so we're seeking someone who can drive further success, maintain this momentum, and continue to deliver excellent service to our clients.
Key Responsibilities:
* Lead and manage a team of 15 IT Technicians.
* Oversee day-to-day service delivery operations, ensuring all client SLAs and expectations are met.
* Foster a positive and collaborative team environment, encouraging growth and continuous improvement.
* Develop, improve, and implement service delivery and technical processes, standards, and best practices.
* Manage project timelines, deliverables, and outcomes, ensuring the successful delivery of IT services and solutions.
* Work closely with clients to understand their needs, ensuring our services exceed their expectations.
* Collaborate with senior management to contribute to company strategy, growth, and process improvements.
* Analyse performance metrics and provide reporting to stakeholders on service levels and team performance.
* Handle escalations and provide technical guidance when necessary to ensure customer satisfaction.
What We’re Looking For:
* Proven experience as a Service Delivery Manager, preferably in the IT or Managed Services industry.
* Strong leadership and team management skills, with experience leading multi-location teams.
* A solid understanding of IT services and technical fundamentals, with moderate technical ability.
* Exceptional communication and stakeholder management skills.
* Strong project management skills with the ability to balance multiple priorities and deliver results.
* A proactive approach to problem-solving, with the ability to work under pressure.
* Excellent organizational skills and attention to detail.
* Experience working with service delivery metrics and KPIs to drive team performance.
* Must have a passion for service delivery and a commitment to customer satisfaction.
Why Join Us?
Be part of a growing and successful team with a great culture.
Opportunities to make a real impact and contribute to the company’s growth.
Competitive salary, salary packaging, and additional perks & benefits.
Career development opportunities and ongoing training.
If you're an experienced Service Delivery Manager with a passion for leading teams and delivering outstanding IT services, we’d love to hear from you!
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