Senior Service Delivery Manager

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it’s all driven by human intelligence.

Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what’s possible.

From manufacturing and engineering to cybersecurity and space, we’re driving progress in some of the world’s most important industries – and working together to build a future we can all trust.

Tesserent | Cyber Solutions by Thales is a full-service cybersecurity solutions provider. We partner with clients across Australia and New Zealand in the protection of their digital assets and partner with clients to provide a full suite of cybersecurity services.

Partnering with over 1,400 mid-sized to enterprise, government, and critical infrastructure clients, our mission is to be the sovereign cybersecurity provider of choice for the protection of Australia and New Zealand’s digital assets and deliver comprehensive, tailored solutions to prevent, detect and mitigate potential cyber-attacks. We have deep expertise in security advisory (GRC) and consulting, technical assurance and testing, cloud services, 24x7 managed services and monitoring, incident response and forensics and converged/physical security.

We are seeking an experienced and highly motivated Senior Service Delivery Manager who has a strong focus on ensuring our customers are delivered a high-quality service in line with agreed deliverables. The role requires you to possess highly effective communication skills and be able to build rapport with customers and internal teams from all levels of business.

As a Senior Service Delivery Manager, you are detail orientated person and can facilitate various types of projects and tasks at once to run on schedule and efficiently. You will mentor team members, as well as develop and improve new processes for continual service improvement. You are approachable and excel at fostering positive relationships and environments.

YOUR ROLE

Working from either our Melbourne Office or Sydney Office , your role will include:

• Ensure enterprise and strategic customer contract obligations are met, delivered on time and on budget,
• Build relationship with internal teams, customers, and partners to ensure successful delivery of our services,
• Build, manage and assess process and documentation for the services that are provided both for customers and internally,
• Oversee and delivery of scheduled reporting and ensure it is delivered on the agreed timeline,
• Be the point of contact for non-technical service-related questions, and ensure the client is happy with services,
• Ensure internal delivery teams are aware and understand customer expectations,
• Engaging in strategic thinking to evaluate evolving service needs and identify areas for operational improvement,
• Handle customer escalations and facilitation with key stakeholders to support collaboration and issue management,
• Identify new opportunities and provide customer insights into presales,
• Assist with the development and delivery of service offerings,
• Participate in ITIL processes such as problem and change management,
• Have a clear understanding of the customers business and subscribed services to drive continual service improvement.

YOUR EXPERIENCE

To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

• Experience in service delivery,
• Knowledge of cybersecurity or IT essential,
• Minimum 5-7 years effective experience leading large complex, high profile engagements within Cybersecurity, IT or Service Delivery roles,
• ITIL 4 Certified,
• Proven ability to coach, mentor, lead and motivate others,
• Experience in working with service management platforms, preferably ServiceNow,
• Ability to articulate business implications and risks in relation to the business,
• Strong written and verbal communication skills to clearly explain concepts.

WE ENCOURAGE YOU TO APPLY

After you have applied, you will receive an email acknowledging your application. We’ll then provide a personalised experience for suitable applicants as we progress the selection and assessment process. Prior to being offered employment, you will need to complete pre-employment police checks

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As a Defence security clearance is required for this role, applicants must be Australian citizens and eligible to obtain and maintain an appropriate clearance.  To learn more about clearances please visit – http://www.defence.gov.au/AGSVA/

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It’s easy to dismiss the perfect opportunity if you don’t see yourself as the perfect fit. If this role feels right – no matter your background or personal circumstances – please introduce yourself or join our community. We’re committed to supporting a diverse workplace, and that starts here.

We’re proud to be endorsed by WORK180 as an Employer for All Women, but we know there’s always more we can do. We’ll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.

Read more about our WORK180 endorsement.