Senior Service Delivery Specialist

 

Full Time Permanent role in the heart of Melbourne

A great opportunity to work with the industry leader

Excellent career possibilities

Telstra is Australia's leading communications provider and an employer of choice, with a reputation for being first to market with innovative products using emerging technologies.

We are currently looking for an experienced Service Delivery Manager to support the achievement of contracted customer service levels for assigned customers. To ensure Customer Satisfaction and revenue targets are achieved through customer service and local marketing strategies. The Service Delivery Manager (SDM) has accountability for the delivery of all contracted services and will drive service and efficiency improvement in consultation with the Customer, Account Director / Account Executives, and the accountable Service Delivery teams. You will proactively identify, manage, and coordinate the mitigation of risks and issues associated with the delivery of services.

 

Key responsibilities:

The Service Delivery Manager is measured against the following key accountabilities:

• Be the principle interface between Telstra and the customer for all aspects of service delivery.
• Be responsible for delivery management of converged operational services for NES customers.
• Monitor actual service delivery against contracted Service Level Agreements (SLA) and engage and drive service delivery stakeholders to meet and exceed the SLA.
• Understand the customer's business direction and value drivers to motivate and influence service delivery stakeholders.
• Foster open communications between all stakeholders establish relationships and clear understanding of accountabilities.
• Actively measure and positively influence customer satisfaction through the use of, and adherence to, Telstra's Customer Satisfaction Improvement processes and tools.
• Be an effective point of escalation for customers and stakeholders, as required, to manage and resolve service delivery issues, and support the sales process.
• Represent Telstra service by contributing to pres-sales activities, account plans and sales strategies.
• Apply Customer Relationship Management principles (Service reviews, Relationship Health Checks, Service Improvement Planning) to positively influence customer satisfaction.
• Provide high quality Service Improvement Plans to enhance service delivery
• Work in conjunction with the Account Team and Project Managers in the management of all billing and invoicing issues, and the production of monthly financial statements
• Ensures compliance with Change and Release Management processes
• Timely, accurate and appropriate response and resolution of customer requests

Key Attributes:

• Ability to lead and motivate others, especially within cross-functional teams
• Strong customer focus
• Commercial awareness
• Works effectively under pressure
• ITIL Service Desk and Service Centre knowledge and experience
• Develop and reinforce the desired culture for service delivery excellence to delivery quality services to the Customer
• Assist Account Team to drive forward profitable additional business and ensure that the client is a positive reference site

When you think about Telstra, it's the people who make it a success so if you can see yourself excelling in this role hit the Apply Now button now!
 
Telstra, imagine the possibilities.