Job Title

Technical Service Delivery Manager - NewcastleAn exciting opportunity has become available for an experienced Technical Service Delivery Manager to join our Newcastle team!This role will be critical in the successful delivery of all systems, infrastructure, policies and standards for a key customers in the Hunter region. The Technical Service Delivery Manager (TSDM) will lead and manage the risk, quality and progress of ICT work packages, BAU operations and releases, to a consistently high standard and ensures these are completed on time, on budget, to quality standards, and within agreed scope.Key AccountabilitiesLead a dedicated pod of engineers and resources that manage the end-to-end support and delivery of in scope services and solutions across multiple lines of business to ensure all customer and contractual outcomes are achievedDeveloping and implementing plans, procedures and policies to ensure the success of our engagement with the ClientPlanning and delivery of critical and often complex work packages and releases and provide oversight to meet operational deliveryEstablish and maintain working relationships with internal and external stakeholders, at multiple levelsAnalyse current and emerging issues, prepare detailed and timely reports and briefings, and contribute to the development of a strong and effective team culture and leadership to staff in the provision of supportProvide high quality advice and guidance concerning issues management, including provision of strategies to proactively and effectively manage critical issues and stakeholder relations to ensure the achievement of agreed deliverables.In this position, you will be responsible for:Maintaining key client relationship, as their first point of contact and liaison as well as establishing strong relationships internally to ensure alignment on getting the best outcomesMajor incident management, Escalation, Problem, Change and Release Management and accountable for measuring, monitoring, and meeting service level targetsAccountable for identifying and positioning opportunities for streamlining operations and provide an outstanding client experience through proactive monitoring and alerting, efficient ticket management and the automation of repetitive technical and process driven tasksUndertake continual risk management and service improvement initiatives for your areas of responsibility, including core platforms relevant to support services, managing and reviewing service quality to ensure the successful delivery of support servicesPrepare and attend monthly service review meetings with key clients including emergency meetings as required, provide regular internal and external reports, on the teams operations, services levels and other measures as requiredPersonal attributes that will lead to your employment:Easily connects with a broad range of peopleBuilds trusting and open relationshipsCommunicates clearly and effectively with a diverse range of peoplePositive, resilient and high-energyManages sensitive and confidential information with absolute discretionEnjoys mentoring and coaching staff to grow and deliver to their full potentialFocuses on the important and filters out the unimportantDelivers pragmatic and efficient solutions, in a timely fashionExperience and Knowledge Sought:ITIL Certified6+ years background in IT technologies and solutions, with hands-on experience in delivery of services in particular M365, Cloud, Network, DevOps, UC and Security2+ years commercial IT Management experience, particularly Service Delivery or Customer Success ManagementExperience in and understanding of the Managed Services Environment delivering multi-streamed solutionsDemonstrable experience with client and issue managementA technical background and maintained understanding of current technologies and solutionsWhy Nexon?At Nexon, we offer more than just a job. We provide a supportive work culture with the following benefits:Tailored Work-Life HarmonyEmbrace a personalised work experience with our Hybrid Working model, allowing you to balance professional success with personal well-being.Unlimited Growth PotentialFuel your career aspirations with endless professional development opportunities, clear advancement pathways, and enticing employee referral bonuses. Your success is our priority.Wellbeing And BelongingExperience a culture that cares - from Mental and Physical Health initiatives, fun-filled Anniversary Celebrations, to engaging in Community Giving. We prioritise Diversity & Equity, creating an inclusive workforce where everyone thrives.Join Nexon and elevate your career! We are seeking motivated professionals passionate about business growth, innovation, and excellence. #J-18808-Ljbffr