Service Delivery Manager - job 1 of 2

The primary responsibilities of a Service Delivery Manager at Datacom include ensuring high levels of customer satisfaction by managing service delivery in alignment with contractual obligations, acting as a single point of contact for customers, overseeing incident and change management, and continually improving services. You will need to understand customer requirements and align them with Datacom's services, manage governance across service areas, and ensure quality delivery.

To be considered for the Service Delivery Manager position at Datacom, candidates should have a minimum of three years of experience in similar roles, particularly in IT service delivery. Key qualifications include strong customer relationship management skills, a sound understanding of technical concepts, service management methodologies, and an ability to work collaboratively within large teams. Additionally, being an Australian citizen is crucial due to the potential requirement for government security clearance.

At Datacom, we believe in the growth of our employees, and as a Service Delivery Manager, you'll have access to a range of professional development courses designed to enhance your skills and career prospects. This focus on continuous learning is complemented by inclusive work practices and a flat-structured environment that fosters collaboration and engagement.

A typical day for a Service Delivery Manager at Datacom involves proactive communication with clients to understand their needs, managing ongoing service contracts, overseeing incident management processes, and working closely with various teams to ensure timely delivery of services. You'll be analyzing service performance, gathering feedback, and planning improvements while maintaining a focus on customer satisfaction and managing stakeholder relationships.

The work environment at Datacom for a Service Delivery Manager is dynamic, collaborative, and flexible. While in-person interaction is valued, there is also an option for remote work to promote a healthy work/life balance. Employees are encouraged to bring their true selves to work and benefit from a friendly and supportive atmosphere, fostering innovation and teamwork.

When answering this question, focus on specific examples where you've successfully aligned services with customer expectations, handled incidents, or improved processes. Emphasize your role in fostering customer relationships and your ability to navigate complex service delivery challenges.

Discuss your strategies for understanding customer needs, maintaining consistent communication, and leveraging feedback for service improvement. Highlight the importance of developing strong relationships and your proactive approach to addressing issues before they escalate.

Share your familiarity with industry-standard methodologies such as ITIL or Agile. Provide examples of how you have implemented these methodologies in your past roles to manage service delivery effectively, ensuring alignment with both business objectives and customer expectations.

Illustrate your conflict resolution skills by explaining a past situation where you managed a disagreement. Detail the steps you took to mediate the situation, emphasizing your ability to listen actively, remain calm, and seek a collaborative solution.

Explain your approach to prioritization, such as using task management tools or matrices. Discuss how you assess urgency and impact, and describe a situation where you effectively managed competing priorities while ensuring quality service delivery.

Communicate the criticality of effective communication in service delivery. Highlight how clear communication helps manage expectations, fosters a collaborative environment, and ultimately contributes to customer satisfaction and streamlined operational processes.

Choose a relevant example from your experience where you identified an opportunity for improvement within service delivery. Detail the steps taken to implement the initiative, the impact it had on customer satisfaction or operational efficiency, and any supportive metrics.

Share your methods for building relationships, such as regular check-ins, understanding their business priorities, and aligning service delivery to meet those needs. Highlight the importance of trust and communication in maintaining long-term partnerships.

Discuss your experience managing budgets, such as tracking expenses, forecasting costs, and ensuring contract compliance. Provide examples of how you have added value through effective financial oversight in your previous roles.

Craft a response that reflects your alignment with Datacom's values, commitment to customer satisfaction, and passion for technology. Talk about your desire to contribute to an innovative company that prioritizes employee development and fosters a positive work culture.