Service Delivery Manager

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.

We are seeking a highly skilled IT Service Delivery Manager to lead our dedicated team in providing comprehensive IT service support spanning application support, infrastructure support, project services, and consulting services to our client via a certified IT Service Management framework.


What you will be responsible for

• Service Delivery Leadership: Oversee and manage the end-to-end IT service delivery process, ensuring seamless and efficient execution of service desk, application support, infrastructure support, project services and consulting engagements
• Client Relationship Management: Build and maintain strong relationships with senior client stakeholders, understanding their business needs and ensuring our services align with their objectives. The SDM is ultimately accountable for all services on the account and is the escalation point to ensure we are addressing any concerns or issues promptly
• Team Management: Responsible for fostering a collaborative and positive work environment across multiple support teams and technologies
• Contract Management: Proactively manage to the contract that is in place with the client by having a clear understanding of the contract elements and how the support teams are performing against the contract
• Service Improvement Initiatives: Continuously review and enhance service delivery processes, identifying opportunities for improvement, efficiency, and innovation. Implement best practices to optimise service quality and client satisfaction
• Project Management: Work with the Portfolio Manager to have a high level understanding of the project pipeline and what changes are coming to the current BAU environments. Work collaboratively around resourcing impacts
• Risk Management: Identify potential risks in service delivery and implement proactive measures to mitigate them. Ensure compliance with industry standards, security protocols, and regulations

What experience we require

• Proven experience (7+ years) in IT Service Delivery Management in a multi service environment, covering service management, service desk and infrastructure support including a Manila based contingent
• Strong leadership skills with a track record of successfully managing and motivating diverse teams
• Exceptional client-facing and communication abilities, with the capacity to interact confidently with stakeholders at all levels
• Solid understanding of ITIL practices, project management methodologies, and industry standards
• ITIL V4 Foundations certification
• Demonstrated experience in driving process improvements and implementing best practices
• Flexibility to adapt to changing priorities and business demands

WHAT’S IN IT FOR YOU?
In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide.

• Diverse and challenging project work
• Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
• Training and development opportunities
• Salary sacrifice, motor and novated leases
• Committed health & wellbeing plan including Employee Assistance Program
• 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
• Corporate partnerships

DIVERSITY & INCLUSION
We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.
We value our collaborative culture and work together to support a variety of community organisations and social issues.

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward – so that you’re always ahead of tomorrow.
We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success – across business, government and beyond.
We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space – with local decision-making and authority. And we’re powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.
Transformative digital solutions take the right team, making the right moves at the right time. You’ve found yours with NRI.