Job Title

Overview Techbrain is a leading Perth, Australia IT company that empowers businesses to thrive through innovative technology solutions. We partner with our clients to understand their unique needs and deliver a range of IT services. Job Summary We have an opportunity for an experienced Service Delivery Manager with significant managed services experience and outstanding client service skills to join our team, working closely with your team to meet our customers'' requirements as well as providing support throughout the company to ensure that service levels to our clients are always met in a quality, time effective manner. Key Responsibilities Culture Leadership Inspire, promote, and support a customer-centric culture within TechBrain. Client Service Experience Provide an amazing WOW experience for clients, assist with resolving escalated issues, and plan, direct and coordinate client activities. Client Representation Act as the Client Champion, to ensure that the needs and requirements of the client are understood and valued, to ensure the Technical Team provides great solutions. Client Management Attend regularly scheduled on-site meetings with clients, produce meeting agendas and reports, and track and report on client SLAs and KPIs. Client Management Standards Define, develop, and implement systems, policies, processes, procedures, and best practices that ensure an appropriate level of product and service delivery, and management is in place. Client Support Provide administrative and procedural direction and support for daily client service activities, and maintaining TechBrain product knowledge. Team and Client Improvements Identify trends and develop opportunities for improvement based on metrics and customer feedback, and work with internal teams to identify, recommend, develop, implement, and support cost-effective solutions. Quality Control Develop, monitor, and maintain Quality Controls (e.g., Service Board statuses to ensure work is resolved within SLAs, sampling closed jobs, client sampling, etc.) in particular those around service quality and completion of work within SLAs, and investigate and rectify quality variations. Client Agreement Management Create, maintain, and renew agreements, lifecycle plans and quotes. Client Onboarding Assist with the client onboarding process and projects; assist the Technical Team with project scope, proposals, development, implementation, and handover. People management Demonstrated experience managing teams, driving accountability, collaboration and strong results. Join our team as a Service Delivery Manager where your expertise will contribute significantly to our operational success while enhancing client and staff satisfaction across the organisation. Preferred Skills ITIL Certification, an understanding of or similar Knowledge of current IT technologies and hardware Experience with ConnectWise Manage, ITGlue, Nable Benefits and Perks Pair of Funky Socks when you start and every birthday! Monthly and quarterly employee awards and events! Training encouraged and supported by the business! Flexible working / 1 day per week once approved by line manager Want to Know More? Email our team at ****@techbrain.com.au Ready to Apply? If after reviewing this advertisement you find that this role is a good match for your interests and passions, please send us an application containing a cover letter and resume. Note: All final applicants for this position will be asked to consent to a pre-employment medical and a Police record check. Please note that people with Police records are not automatically barred from applying for this position. Each application will be considered on its merits. Please do not apply unless you are committed to the entire process. This process is essential to ensure that we get the best match for both our team and the successful individual. To be successful, the candidate will be required to provide evidence of claimed qualifications or experience and be an Australian Citizen or Permanent Resident of Australia. Be careful - Dont provide your bank or credit card details when applying for jobs. Don''t transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr