Job Description
Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.
Role: Service Delivery Manager
Location: Sydney (hybrid) with travel
The role
Natilik’s Managed Services are delivered by Service Delivery Managers (SDM) who play a pivotal role in the management and services our clients receive. The SDM acts as a conduit within Natilik ensuring all contracted deliverables are scheduled and met within the service levels agreed. They are primarily responsible for all reporting output along with providing service level reviews, and they're the primary escalation point for support and service-related issues. This person will need to be highly motivated and client centric.
On a day to day basis, the Service Delivery Manager will…
Act as a client’s representative internally, as well as a single point of contact for the delivery of all contracted offerings
Ensure all contracted deliverables are scheduled within the service level agreements (SLAs)
Provide reporting for clients, including service reviews that would highlight any breaches in SLAs
Proactively initiate improvement plans as part of continual service improvement
Serve as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution
Manage multiple client communications and service deliverables for a range of commercial and enterprise accounts.
Work with Natilik partners to make sure their services meet expected levels of excellence
Maintain all service documents efficiently including service operation manuals, support articles and escalation paths.
Spend time on site with clients as required to build strong relationships
Manage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements
Identify opportunities for additional service opportunities
Ensure that client asset inventories are maintained and regularly reviewed with clients
How you will make an impact
By providing outstanding service to our clients
Generating positive client feedback through NOC, CSAT and NPS
Through outstanding service, enable Natilik to retain clients
Helping Natilik keep and improve its outstanding NPS
Acting as a conduit between the client and Natilik and ensuring the overall relationship is positive
Driving timely renewals
Role: Service Delivery Manager
Location: Sydney (hybrid) with travel
The role
Natilik’s Managed Services are delivered by Service Delivery Managers (SDM) who play a pivotal role in the management and services our clients receive. The SDM acts as a conduit within Natilik ensuring all contracted deliverables are scheduled and met within the service levels agreed. They are primarily responsible for all reporting output along with providing service level reviews, and they're the primary escalation point for support and service-related issues. This person will need to be highly motivated and client centric.
On a day to day basis, the Service Delivery Manager will…
Act as a client’s representative internally, as well as a single point of contact for the delivery of all contracted offerings
Ensure all contracted deliverables are scheduled within the service level agreements (SLAs)
Provide reporting for clients, including service reviews that would highlight any breaches in SLAs
Proactively initiate improvement plans as part of continual service improvement
Serve as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution
Manage multiple client communications and service deliverables for a range of commercial and enterprise accounts.
Work with Natilik partners to make sure their services meet expected levels of excellence
Maintain all service documents efficiently including service operation manuals, support articles and escalation paths.
Spend time on site with clients as required to build strong relationships
Manage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements
Identify opportunities for additional service opportunities
Ensure that client asset inventories are maintained and regularly reviewed with clients
How you will make an impact
By providing outstanding service to our clients
Generating positive client feedback through NOC, CSAT and NPS
Through outstanding service, enable Natilik to retain clients
Helping Natilik keep and improve its outstanding NPS
Acting as a conduit between the client and Natilik and ensuring the overall relationship is positive
Driving timely renewals
💡 Quick Summary
Seeking a career-building opportunity? The Service Delivery Manager position is now open for candidates interested in the Remote Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Remote Jobs is a plus.