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Senior Service Delivery Manager - Sydney CBD

  • Writer: Suzanne Johnstone
    Suzanne Johnstone
  • May 7, 2020
  • 3 min read

DO YOU HAVE?

  • 5+ years’ experience and proven history in Service Delivery Management of large B2B Corporate Clients.

  • Ability to understand financials and articulate those to a customer in business outcomes.

  • Strong problem solving and Incident Management methodology.


Job summary

In addition to the standard duties and responsibilities of a Service Delivery Manager within the Telco space, the Senior SDM will have additional skills of fiscal awareness, strong data analysis and ITIL framework experience, for Telstra Fixed Voice/Data, IP Telephony, Mobility & Managed Services.

Job details

The Senior Service Manager will not only manage multiple Telstra 30+ customer accounts, but will need the following additional advanced skills and experience.


  • Ability to understand financials and articulate those to a customer in business outcomes

  • Data analysis experience

  • Understand ITIL framework

  • Business processes

  • Strong problem solving and Incident Management methodology

  • Service Level Performance Management experience

  • Improvement planning and execution experience


The Service Manager is responsible for delivery of all contractual obligations, identify new business opportunities, process improvement to solve customer business problems and support the Account Manager as directed.


This is achieved through working collaboratively with a team of billing analysts, service delivery and technical solutions specialists.

About the company

Telestar Communications Pty Ltd is a strategic Telstra™ Enterprise Partner that began operations in 1995.


Originally, Telestar's primary focus was on three core areas of competency - Online ICT Hardware Procurement, Billing Analysis and Telecoms consultation to Telstra's Enterprise and Government customers.


Today, Telestar has evolved to provide end-to-end telecommunications and billing solutions - priding itself on delivering a single point of accountability and support for all of their Clients' ICT requirements.


  • Mobile Voice and Mobile Data Solutions

  • Mobile Device Management & Procurement

  • Managed Data Networks, VPN's and Internet Access Services

  • Extensive Billing Management and Reporting.

For over 20 years Telestar has been recognised by carriers and ICT vendors alike for consistent and outstanding performance.


Telestar’s outstanding achievement and standards resulted in being named Telstra's Enterprise Mobility Partner of the Year for 2018 & 2019, finishing on top with the Highest Revenue across all Telstra Enterprise Partners - NATIONALLY.




About the role


Duties

  • Comply with Telstra and Internal system rules i.e. Telstra Provisioning, data security, customer privacy/ confidentiality/CRAT Process etc.

  • Proficient in the CRM and case management and service delivery systems.

  • Accountable for the end to end customer service relationship ensuring the effective identification, analysis and reporting of cost savings and anomalies in customer ICT billing information.

  • Identify any potential sales opportunities within your customers’ accounts and communicate these to the Sales Team and Management. e.g. out of scope requests and ad-hoc reporting/analysis.

  • Discuss and understand your customers’ business rules for processes such as repair, freight, pool stock, account rules, provision rules, tech fund etc.

Skills and experience

  • 5+ years’ experience and proven history in Service Delivery Management of large B2B Corporate Clients.

  • Experience working with an IT or Telco organisation within a similar role.

  • You must have a good understanding of ITIL Framework, Telecommunications, in particular Mobility solutions, fixed data/ WAN and Voice/ Unified Communications (UC), in particular Telstra products.

  • Commercially savvy with strong problem solving and incident management skills, and have a strong analytical capability.

  • Ability to dissect reports and articulate those to a customer in business outcomes.

  • Ability to think laterally and apply analytical/qualitative problem-solving skills to identify opportunities for cost savings or improvements.

  • Proven ability to communicate often complex information in a simple, easy to understand and professional manner.

  • Able to identify opportunities in customer processes to add value, always looking to meet the customer’s changing business needs.

  • Ability to work collaboratively with both technical and non-technical resources to formulate strategies, troubleshoot and build solutions

Benefits and perks

In addition to working in a “State of the Art” office location in the CBD with beautiful views across Hyde Park and Sydney Harbour, the AM will also benefit from;


  • Collaborative team environment with a "win together" attitude

  • Regular team bonding and social functions

  • Results based, flexible work environment


To discuss this opportunity in more detail, please contact Suzanne Johnstone on 02 9604 1559 or send your enquiry via our Contact page.


Send your CV/Resume to suzanne@concise-advice.com.au.



Please note that all applications and enquiries are treated as confidential.

NO AGENCIES PLEASE.

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