IT Service Delivery Manager
Century City

As the IT Service Delivery Manager you will oversee a number of key functions within the IT department that enables the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.
Developing strong relationships with customers, connecting with key business executives and stakeholders and providing regular updates and feedback to clients. Collaborate with various Sales teams within the company to assist with solutions proposals whilst ensuring that the clients are satisfied with the service provided.

Requirements
* Minimum four years’ experience as an Account Manager, Key Account Manager or similar Client facing role;
* Demonstrate the ability to communicate, present and influence key stakeholders at all levels of an organization, including executives and C-level;
* Solid experience with Microsoft Office suite;
* Experience with IT monitoring and management software i.e. SolarWinds N-able;
* Maintain high performance service support functions including an IT Service Desk, Desktop Support and VIP Support;
* Passion for technology and ability to learn new products:
* Negotiation (in spirit of co-operations with the aim of an amicable outcome);
* Knowledge of ITIL disciplines;

Responsibilities
* Serve as the lead point of contact for all customer account management matters around Managed IT Services Department;
* Build and maintain strong, long-lasting client relationships;
* Negotiate contracts and secure agreements and projects for outsourced support services;
* Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders;
* Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed;
* Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and requirement for capacity is communicated to Operations Manager;
* Drive internal and third party service review meetings covering performance, service improvements, quality and processes;
* Prepare and provide regular and accurate management reporting on IT Service performance;