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Extraordinary experiences for a digital world

Service Delivery Manager

£47k – £60k
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As Service Delivery Manager you will work closely with our production team to manage the operational delivery of services to our clients (in South Australia and Western Australia) and also act as the key point of contact for any client escalation queries.

You will play an integral part in delivering service management, incident and change management, continual service improvement and customer satisfaction. You are also a fantastic people person with the ability to foster strong relationships between different stakeholders.


Your role will involve:

* Building and fostering lasting relationships with our clients;
* Ensuring successful service delivery by meeting SLA targets;
* Communicating effectively to resolve issues and develop new opportunities;
* Anticipating and responding to client needs proactively to ensure a high level of client satisfaction;
* Monitoring the overall performance of services;
* Generating service delivery reports and run service delivery meetings;
* Providing change management reports to guide the operations team and ensure preparation for changes;
* Working with the production operations team to create and manage scheduled upgrades and the necessary reports;
* Acting as the regional support contact to develop common procedures and processes to manage the ticketing system
* Communicating effectively across stakeholders ranging from Production team staff to senior management and clients;
* Monitoring the overall performance of services by collaborating with Regional and Business Managers on resource allocation and task delegation;
* Maintaining all client-related records, documentation and portfolios.
* Occasional travel to Perth (once per quarter) may be required

You will bring

* Technical understanding of the web space, including web development, server level technology, integration techniques, ITIL or similar formal support model understanding/expertise
* Experience within a vendor environment, managing client and internal support ticketing;
* Experience in negotiation, management and risk management for operational support;
* Experience with JIRA, or similar desirable;
* A people orientated personality which enjoys fostering relationships;
* An ability to drive processes to achieve targets;
* Adaptability and a love for fast-paced environments;
* Excellent written and verbal communication


And who are we?

Squiz is both a technology company and digital agency. We’re all about making technology do even greater things and create engaging and compelling digital experiences for our customers. We’ve got an amazing 20 year story with 13 offices around the world and an exciting future ahead.

We build a product that’s used by high profile organisations in government, finance, higher education sectors, just to mention a few.

Why work for Squiz?

You’ll work with some of the most intelligent and down-to-earth people you’ll ever meet. We are made up of a diverse range of passionate people who love challenging the status quo. Every day is different, but what is constant is we work hard and have a lot of fun doing it.

Every Squiz employee enjoys a range of workplace benefits such as a healthy lifestyle allowance and an innovative leave scheme allowing you up to 30 days paid leave per year.

Squiz at a glance

Extraordinary experiences for a digital world

Squiz focuses on Software and Technology. Their company has offices in London. They have a large team that's between 201-500 employees.

You can view their website at https://www.squiz.net/