Expression of Interest - Service Delivery Manager

About Atos

Atos is a global leader in digital transformation with 112,000 employees and annual revenue of c. € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the Next 20 Paris Stock index.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

JOB DESCRIPTION

Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for ensuring the effective delivery of Managed IT services to key enterprise customers. This role involves managing delivery of contracted services through Atos operations teams and external contractors/ vendors, developing and implementing service delivery processes, and ensuring that services meet business needs and service level agreements (SLAs). The SDM acts as a conduit between the service providers, Atos account management and Customer business units, ensuring a high level of customer satisfaction and driving continuous improvement in service delivery.

Key Responsibilities:

Service Management:

• Ensure the delivery of contracted services to agreed service levels.
• Develop, implement, and maintain service delivery processes and procedures.
• Ensure compliance to ITSM best practices.
• Ensure service delivery staffing availability and time management.
• Monitor service performance and produce regular reports on services, service metrics and KPIs.
• Manage service escalations and ensure timely resolution of issues.
• Manage communication around issues and opportunities – get things done, make things happen.

Team Leadership:

• Provide leadership and guidance to the delivery team(s), including service desk, technical support, and field engineers whether in ANZ or offshore.
• Foster a collaborative and high-performance culture within the team.
• Ensure operations teams are aware of deliverables, SLA and KPI metrics, processes, and customer expectations.

Customer Relationship Management:

• Act as the primary liaison between the customer and Atos -understanding their needs and Ensure services are aligned with business goals.
• Conduct regular service review meetings with key stakeholders.
• Handle customer complaints and feedback, ensuring they are addressed effectively.
• Building a personal relationship with key client staff
• Ensure a high level of customer satisfaction through Successful service delivery and SLA achievement.

Continuous Improvement:

• Identify opportunities for improving service delivery processes and implement changes.
• Stay current with industry trends and best practices to enhance service delivery.
• Drive initiatives for process optimization, automation, and enhanced service quality.

Project Management:

• Assist Account management to scope and price new projects to meet new customer demands.
• Oversee execution of agreed projects, ensuring they are delivered on time, within scope, and within budget.

Vendor Management:

• Manage relationships and agreements with third-party service providers and ensure they deliver as per contractual agreements.
• Monitor vendor performance and address any issues that arise.

Finance Management:

• Ensure Atos finance team has accurate service metrics and consumption information to generate timely invoices.
• Ensure costs are accurately recorded and directly associated with service delivery outcomes / revenue items.

Workplace Health and Safety

• Take all reasonably practicable steps to care for own health and safety and the health and safety of other people who may be affected by your conduct in the workplace.
• Ensure, as far as is reasonably practicable, that the workplace and anything arising out of it are without risks to health and safety.

Key Competencies:

• Customer Focus: Deeply understands client needs and ensures services are aligned to meet those needs.
• Financial acumen: clear understanding and alignment of service delivery items, their costs and corresponding revenue.
• Strategic Thinking: Aligns service delivery strategies with client business goals.
• Change Management: Capable of leading the team and clients through changes in processes, technologies, or organizational structures.
• Communication: Clearly and effectively communicates with clients and stakeholders at all levels.
• Performance Management: Sets clear performance expectations for the team and provides regular feedback.

Desired knowledge and skills:

• Long standing technical experience
• relevant work experience, within Managed Services and IT outsourcing industry
• Has IT technical background and able to understand complex technical solutions
• Knowledge and experience in ICT technologies ,platforms and solutions ITIL processes , ITSM tools, practices and service delivery.
• Ability to deliver technical presentations competently
• Must be commercially aware, able to identify & communicate commercial opportunities
• Highly motivated self-starter and a good team player
• Excellent documentation skills and attention to detail.
• Excellent written and verbal communication skills.
• Good relationship builder with strong diplomacy skills.
• Client management
• Vendor management
• Must aspire to a culture of service excellence, SLA driven and result orientated.
• Must be able to work proactively and under pressure.
• Problem-solving skills - since they often face problems in their work, IT service delivery managers need strong problem-solving skills to troubleshoot effectively

Behavioral skills:

• Demonstrate analytical thinking
• Planning and organization: Ability to plan and schedule allocated work
• Demonstrate personal integrity, strong work ethic and confidentiality
• Communication: Ability to communicate effectively with people at all levels

Education-Certifications:

• Bachelor’s Degree in Communications Engineering, Computer Science, Information System or related discipline
• ITIL foundation certified, CITP or other professional body qualification

There’s no such thing as a perfect candidate, so don’t hold you back. You don’t need 100% of the preferred qualifications to add incredible value to our team. Our customers come from all different backgrounds, and so do our employees. If you’re passionate about what you could accomplish here, we’d love to hear from you.

Shortlisted candidates will meet the criteria below, be based in Australia and must have existing permanent work rights for Australia.

Please note this position is primarily based onsite in Perth.

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.