Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP and VMware.

We have an immediate need for a Service Delivery Manager based in Melbourne, Australia to lead and manage a Managed Services engagement with a new client. As the face of the company in interfacing across a multi-faceted service delivery structure she/he will lead the establishment of the engagement, manage quality of multiple service towers predominantly related to Application Managed Services and Oracle Software operations in supporting a Utility provider to Victorians. She/He will own driving service improvement and ultimately be accountable for the overall performance of the relationship. This is an exciting opportunity to establish, and run, a new and important relationship of scale in our growing company.

Requirements

• Experience in establishing, and running, new and existing outsourcing / managed services in a structured disciplined environment.
• Ability to traverse the stakeholder stack – from Operational to Executive level in communications, thinking, and engagement.
• Willingness to be hands-on, when needed to engage in critical situations to manage cross-discipline stakeholder groups and provide a balanced presence leading the team to a solution.
• Ability, Experience, and knowledge, in developing, executing service governance models. There will be a need to establish and integrate a bespoke governance model and framework appropriate to this client.
• Experience in integrating the outcomes from multi-disciplined teams in offshore and onshore models to provide a unified service – demonstrable experience of managing offshore teams, and matrix management would be advantageous.
• A track record of delivery management – in an Application Managed Service, or Software Services.
• The role is based in West Melbourne within 5KM of the CBD and required to be on site in line with our customer on-site requirements, typically this is 2-4 days per week but can accommodate flexible working arrangements.
• Of course, with this experience level a strong understanding of ITIL processes, being able to use those and deploy them into creating strong operating procedures tailored to the client’s success.
• There is a requirement from time to time to explore, and accept, business requirements from stakeholders – the ability to interpret, and translate those, will be required as such - exposure to a Business Analyst role in the past is advantageous.
• Experience with Oracle Applications and Oracle Technology exposure.

 Responsibilities

• Lead the onboarding process, Service Establishment, and Engagement of the new Relationship – building operational and organisational contact matrices and managing those stakeholders’ needs through governance for the term of the engagement.
• Establish, and run, Governance around service operations – Quality, Root Cause Discipline, Service Improvement, Adherence to SLA and KPIs, and reporting.
• Establish and run Standard Operating Procedures aligned to client processes, take ownership and leadership in defining, improving, and maintaining a SOP.
• Identify and lead areas of improvement in service performance for our client.
• Act as focal point on-site for the client – for escalation, for user requirements gathering, for project updates on in-flight projects, and other needs as required outside of ticket management.
• Execute contractual operational meetings and reporting based on contractual and agreed cadence
• Brings together ownership for the entire Service Delivery organization in front of client.