a23 is an Australian owned Systems Integrator headquartered in Canberra. We provide specialist ICT services across diverse technologies and are recognised as a valued strategic partner for Government and private sector organisations. a23 has grown to become a prominent strategic partner, focused on servicing the needs of small to medium-sized agencies to deliver quality outcomes through expert people, great relationships, and fit-for-purpose technologies.
Job Description Position Summary
The Service Delivery Manager (SDM) role with a23 is a permanent full-time position in our growing company. This position will report to the Professional Services Manager and focus on our IT Managed Service accounts with our valued customers.
The Services Delivery Manager role is responsible for ensuring the a23 managed services are delivered effectively and efficiently according to ITIL v4 best practices within a managed service environment. The SDM is the primary point of contact for customers, ensuring service levels are met, continuous improvement is pursued, and business value is delivered.
Role responsibilities
Service Management - Contribute to the establishment and development of a23's managed services offering, framework, process and tools.
- Coordinate and manage the delivery of Managed Services engagements including SLA's, resourcing, reporting and financials.
- Manage relationships with a23 managed services customers. Primary point of contact and escalation for customers in relation to service and a23's performance under the managed services agreement.
- Develop and integrate a23 service management processes with the customer in accordance with ITIL v4 framework.
- Monitor and identify service improvements.
Reporting - Report on overall resourcing, utilisation, costs, burn and revenue, both to a23 Executive and to meet customer requirements.
- Monitor, measure & report on service performance, security, SLAs & KPIs as required by the managed services contracts.
Resource Management - Manage a23 technical teams working on the managed service, triage and prioritise work and escalate issues. Primary liaison between the customer and service teams, ensuring clear communication and expectations.
- Contribute to planning and allocating staff resources and managing performance to deliver service outcomes and continuous improvements.
Contract Management - Manage contracts to ensure delivery of services in line with performance frameworks and service level agreements.
- Manage Managed Services contracts with a focus on managing scope, deliverables and outcomes and negotiating PCR's where required.
Desired Skills and Experience Qualifications and Requirements
- Australian Government Security Clearance maintained at Negative Vetting Level 1 (NV1).
- Minimum 5 years in a similar role with experience in customer facing managed services, outsourcing or IT operating environments with a track record of successful service delivery with high customer satisfaction.
- Experience in ITIL Framework and/or Azure DevOps administration is an advantage.
- Strong stakeholder management and communication skills.
- Experience managing SLAs, KPIs and service improvement initiatives.
- Knowledge of IT infrastructure, cloud services, and network services.
A23 Policy Handbook
On commencing with A23, all employees are provided with the A23 Policy Handbook and asked to sign their commitment to adhering to its policies. All A23 workers are to take all reasonable care of their own health and safety and ensure that their actions do not adversely affect the health and safety of others. Workers are to report any work health and safety concerns promptly and comply with all reasonable instructions from A23 management. Employees must ensure that they are aware and understand their responsibilities in the workplace according to the WHS Act and the accompanying A23 Policy Handbook.
A23 is an equal opportunity employer committed to a diverse, inclusive, healthy and safe work environment. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, age and neurodiversity. We invite people of all backgrounds and identities to submit their application. Applications are strongly encouraged from the Aboriginal and/or Torres Strait Islander, LGBTQIA+ and neurodivergent communities.
