Our Why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.
About the Role (your why)
The Senior Service Delivery Manager is responsible for assuming responsibility for managing the quality and cost-effective service delivery to Datacom customers. This role manages the Customer Experience solutions/ service delivery relationship with large, complex or high value customers.
What you’ll do
- Developing Customer delivery strategy across all of our CX solutions and services to enhance and customers strategic objectives and challenges.
- Acting as the integration point between customers, internal Datacom SME’s and teams, and key vendors and partners to ensure solutions proposed meet customers’ requirements business needs and challenges.
- Participating with managers and engagement teams in defining, designing, costing and scheduling solutions, developing, reviewing and finalising the implementation plan and achieving approval for all opportunities.
- Provide guidance and advice to wider Datacom team on area of specialisation where needed especially feedback from customers across specific services.
- Liaising between customers and CCaaS Managed Service support, product development, sales and 3rd party partners to identify opportunities for support delivery improvements, cost reduction and valueadd to the customer / client.
- Ensuring that Datacom’s obligations under the terms of the customers’ contract are met through Governance management and cadence
- Monitoring and reporting on the corrective action planning provided by the Delivery Teams to address non-conformance to SLA’s.
- Managing and monitoring budgets by tracking and approving expenditures, controlling costs, validating vendor expenses, anticipating and correcting forecasting errors.
- Managing the risk and impact of customer change requests, identifying service implications.
- Managing customer engagement, satisfaction, and overall health of partnership
What you’ll bring
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- A consultative approach and experience when problem solving and recommendation of the right solution for their customers.
- Sound understanding of technical concepts and frameworks, especially in the Contact Centre industry and across Contact Centre technology solutions and experiences
- Strong financial management practices with a clear understanding of the relationship between costs, utilisation and project and service revenue.
- 10+ years of Account Management experience, with at least 3 years’ experience in an IT/Contact centre environment, demonstrated experience in managing people and teams, Financial management, including cost estimation and budget tracking and reporting, 5+ years' experience in an equivalent Service Delivery Manager role.
- Excellent oral and written communication skills with a wide variety of stakeholders.
- Ability to work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
- Ability to frequently interact with a variety of stakeholders and team members, normally involving matters between functional areas, other Datacom divisions, customers and partners.
- Exercises judgement in selecting methods, techniques, and evaluation criteria for obtaining results.
- Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.
- Ability to network and develop productive relationships with customers, stakeholders and partners.
- Ability to work in large, collaborative teams to achieve organisational goals.
- Proven analytical and problem-solving skills.
- Excellent customer relationship building and management skills.
- Strong consultative and planning skills.
- Ability to escalate with a solution focus.
Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.
