Description:
Position Overview
We are seeking an exceptional candidate to lead the Service Delivery Team within ISG Australia and manage our growing accounts. The Service Delivery Manager works side-by-side and in support of the Client executive to ensure the Client’s contracted services and reporting requirements are met. You will assist in Service Provider management to ensure delivery of outsourced services in accordance with the terms and conditions, service levels, and pricing provisions of the contract between the Client and Service Provider.
This is a full-time, 6-month contract role where you will be responsible for delivery of ISG services and act as a senior advisor to the Client, providing proactive and responsive guidance regarding best practices, escalating issues as required, and providing a link to other ISG resources and services.
You will also provide support, work direction, management, and guidance to ISG’s on-site and offshore teams. Melbourne or Sydney candidates are preferred.
Role & Responsibilities
As Service Delivery Manager, you will lead client engagements, and develop and manage service delivery across existing accounts. Your responsibilities include:
- Tracks and reports regularly on status updates via executive status reporting and consolidated dashboards; liaises with Client and Service Provider teams as needed to resolve any outstanding issues
- Develops and maintains a working knowledge of contracts including Service Provider contract deliverables and obligations, and how those align to the evolving needs of Client over the evolution of the sourced relationship
- Participates in Client/Service Provider Governance Meetings providing leadership as required.
- Provides support to clarify, manage, escalate and resolve key Service Provider issues and disputes
- Ensures a consolidated view of the Service Provider’s and Client’s governance performance including metrics related to performance management, relationship management, financial management and contract administration management.
- Oversees and supports the day-to-day operations providing a single-point-of-contact (SPOC) relating to the provision of ISG services conducting regular service reviews with Client’s executive, managing Client’s demand requirements and supporting financial and contractual aspects of Client/ISG relationship. Direct contact with the Service Providers to manage processes and relationships to resolve outstanding issues or gaps
- Provides hands-on day to day support to ISG’s support teams as needed
- Provides support and governance for in-scope work performance and service delivery as needed
- Supports consolidation and delivery of governance services utilising both internal and external capabilities and ensuring close integration with Client’s retained organisation and Client/Service Provider activities
- Monitors and seeks ways to improve overall team efficiency, effectiveness and impact; records ideas for improving Client’s Governance Services processes and procedures; works with Client’s Governance Services retained team to improve ISG service delivery; creates an environment that encourages collaboration, open communication and teamwork