Senior Service Delivery Manager


Intergen seeks a Senior Service Delivery Manager to join our Service Delivery Management Team!

The Role
As Senior Service Delivery Manager, you’ll ensure that Intergen is “easy to do business with” through streamlining processes and ensuring we’re following best practices to deliver the best possible outcomes.

Your responsibilities will include but not limited to:

  • Be a trusted leader and advisor for some of Intergen’s key partner relationships.
  • Maintain a deep understanding of your client’s solutions, technologies and their business in order to maximise Intergen’s ability to offer support and strategic insight to continuously provide value to their business.
  • Be accountable for all aspects of delivering the contracted annuity services while working with the wider Intergen team to deliver the client’s outcomes.
  • Manage the billing, financials and reporting for your clients.
  • Support the whole contract lifecycle from negotiation to implementation, renewal and transition.
  • Act as the first point of escalation for Intergen’s resolver groups and clients, including stepping into the role of Incident Manager for major incidents.
  • Ensure a high standard of service performance by implementing the appropriate policies and procedures, monitor the delivery of services and evaluate client feedback to improve quality improvement processes.
  • Participate in solution review meetings, contributing thoughts and ideas to establish a high-quality service experience for Intergen's clients.

The Person
This role would suit someone with the following skills and experience:

  • Significant Client Relationship experience at a senior level.
  • Experience supporting mission-critical systems.
  • Have 6-10 years’ experience in a similar role in an IT vendor or Professional services environment.
  • A solid working knowledge of the ITIL framework, with the wisdom of when to apply and when not to apply.
  • Proven ability at negotiating the challenges of technical service delivery, and how to lead people through those.
  • Have proven experience developing strong, lasting relationships with clients and technical teams.

The Benefits
Aside from offering a great job in a great city with an awesome team, we offer ongoing support and development for your future career growth, an awesome social calendar – weekly social gatherings, team sports events, a focus on health and wellbeing, including a flexible Work from Home program,  sporting teams, discounted health insurance and much more!

Apply online today for further information.

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