Service Delivery Manager

About us Lancom Technology is a leader in cloud computing, application development and app modernisation, with customers across Australia and NZ. We develop and manage technology to create leverage that yields proven results and exceptional advantage for our clients. We also make and export our own SaaS solutions across the world. We're growing quickly and so can you If you’re smart, ambitious and love learning, there’s never been a better time to join our business. We’re on an exciting growth journey, one that sees us winning bigger clients, expanding our team and creating more opportunities for everyone. Our culture is based on trust, freedom and support. Our clients trust us to deliver the results, our people are given the freedom to discover the best solutions and shape their careers, whilst receiving the support they need along the way. Job Purpose The Service Delivery Manager (SDM) will oversee the delivery of high-quality IT services to our clients. This role involves working directly with clients and Service Delivery Team Leaders (Pod Leads), to ensure service levels are met, and continuously improving service processes. The SDM will support the Pod Leads to be the primary technical point of contact for clients, ensuring their needs are met and fostering strong client relationships. Duties & Responsibilities Service Management: Oversee the delivery of IT services to clients, ensuring service levels and client expectations are met. Monitoring and managing ticket queues metrics to deliver fast resolution and client satisfaction. Client Relationship Management: Act as the primary escalation point for clients, ensuring issues are resolved promptly while maintaining strong relationships. Collaborate with Pod Leads to address challenges and opportunities. Process Improvement: Identify and implement process improvements to enhance service delivery efficiency and effectiveness. Promote a culture of continuous improvement to align with evolving client needs. Incident and Problem Management: Oversee the resolution of incidents to ensure timely and effective solutions. Analyse incident trends to identify underlying problems, and work with teams to define, plan, and implement long-term resolutions, reducing recurring issues. Change Management: Oversee service delivery changes, ensuring minimal client disruption and adherence to processes. Evaluate impacts, communicate with stakeholders, present to client Change Advisory Boards and lead post-change learnings. Reporting: Prepare and present regular service delivery reports to clients and senior management. Development & improvement of reports to provide better information and clarity to all. Compliance: Ensure all service delivery activities comply with company policies, industry standards, and regulatory requirements. What you'll need

• Excellent customer relationship, communication and interpersonal skills.
• Strong leadership and team management skills, able to influence teams regardless of reporting lines.
• Ability to manage multiple & conflicting priorities and work under pressure.
• Strong organisational and time management skills.
• Proficiency in service management software and tools.

• Bachelor’s degree in IT, Business Management, or a related field.
• Proven experience in service delivery management within the IT industry.
• Desired certifications: ITIL Foundation, Prince2, or similar
• Familiarity with analytics tools for performance tracking & reporting such as Power BI

• Significant possibilities for personal and professional growth and development in the form of training, support, and the leadership you need to excel
• Annual birthday leave
• Competitive salary
• Health Insurance
• Employer Assistance Programme
• A pantry and fridge full of snacks and beverages