Service Delivery Manager

Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.

Role: Service Delivery Manager

Location: Sydney (hybrid) with travel

The role

Natilik’s Managed Services are delivered by Service Delivery Managers (SDM) who play a pivotal role in the management and services our clients receive. The SDM acts as a conduit within Natilik ensuring all contracted deliverables are scheduled and met within the service levels agreed. They are primarily responsible for all reporting output along with providing service level reviews, and they're the primary escalation point for support and service-related issues. This person will need to be highly motivated and client centric.

On a day to day basis, the Service Delivery Manager will…

• Act as a client’s representative internally, as well as a single point of contact for the delivery of all contracted offerings 

• Ensure all contracted deliverables are scheduled within the service level agreements (SLAs) 

• Provide reporting for clients, including service reviews that would highlight any breaches in SLAs  

• Proactively initiate improvement plans as part of continual service improvement 

• Serve as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution 

• Manage multiple client communications and service deliverables for a range of commercial and enterprise accounts.  

• Work with Natilik partners to make sure their services meet expected levels of excellence 

• Maintain all service documents efficiently including service operation manuals, support articles and escalation paths. 

• Spend time on site with clients as required to build strong relationships 

• Manage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements 

• Identify opportunities for additional service opportunities 

• Ensure that client asset inventories are maintained and regularly reviewed with clients 

How you will make an impact 

• By providing outstanding service to our clients 

• Generating positive client feedback through NOC, CSAT and NPS 

• Through outstanding service, enable Natilik to retain clients 

• Helping Natilik keep and improve its outstanding NPS 

• Acting as a conduit between the client and Natilik and ensuring the overall relationship is positive 

• Driving timely renewals 

Requirements

Key Qualities  

• An uncompromising commitment for client service and delivery 

• Outstanding interpersonal skills, allowing you to communicate effectively with a variety of people  

• A team player, that can work with teams internally and externally, sharing knowledge, and aiding results 

• Organisational skills, allowing you to manage your time effectively and pay close attention to detail 

• A problem solver, that can find proactive solutions for clients both alone and as part of a team 

• A chameleon, that can adapt their approach to clients where necessary 

Experience  

• Experience in an externally facing service delivery role in a Managed Service environment

• ITIL foundation accreditation desirable

• Understanding of Natilik’s product offerings desirable

• Intermediate skills with the Microsoft Office Suite 
  

Benefits

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:

• 25 days annual leave (+ public holidays) rising with tenure

• Quarterly Awards and Bonuses

• Flexible Working Policy

• Access to Financial Wellness support

• Industry-leading home working and mobility technology

• Private Medical Insurance contribution (up to $120 per month)

• Company shares (available after One year tenure)

• Access to EAP scheme for you and your household

• Money towards your Gym Membership (up to 50%)

• Annual paid volunteering day

• Enhanced parental leave

• Access to funding for additional qualifications and courses

• Access to paid study leave