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The Service Delivery Manager is a pivotal role within the Information and Communication Technologies (ICT) environment, managing the business relationship between the organisation and the customers that use the service.  You’ll know how the product is performing, how the product operates and own and report on agreed SLA’s relating to the service, while managing the interplay between external service providers and internal engineering teams

 

At Flight Centre we aim to recruit talented people who want to make a real difference.  To ensure we get this right, we are looking for someone who is truly passionate about communicating with influence and maintaining relationships with key stakeholders.

 

Key responsibilities:

 

• Ensure that our customers receive the service they contract and that the service is in a fit and functional state 
• Taking ownership of incidents, co-ordinating with resolution parties and establishing effective communication between stakeholders for post incident review. 
• Taking ownership of service requests and facilitating resolution with the engineering team. 
• Monitoring and managing Level 1, Level 2 and Level 3 support and ensuring optimal support by implementing service improvement initiatives across the different levels of customer support. 
• Knowledge of the product make-up and supply chain, service levels, and end to end components that enable the product. 
• Analysing third party as well as internal processes and creating strategies for service delivery optimization. 
• Ensuring the regular patching, upgrades and maintenance of product platforms are being carried out to ensure that the service is fit for use. 
• Lead the development of comprehensive stakeholder management strategies and plans
• Ensure that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented
• Set policies and develop strategies, plans and processes to ensure services deliver agreed levels of availability
• Leads the introduction of techniques, methodologies and tools to meet business requirements, ensuring consistency across all user groups
• Consider organisation-wide risk and mitigation activities within the context of business risk as a whole and the organisation’s appetite for risk

 

Let’s skip to the good part…

 

• Flexible work environment (Hybrid), work from home or our Global Head Office in Southbank, Brisbane
• Ongoing training and professional development
• Travel discounts and deals bookable through our internal team of travel agents, Travelwise 
• Discounted financial and health services through our Moneywise and Healthwise businesses
• Global career opportunities in a network of brands and businesses

 

We do things a little differently…

We do things a little differently around here. We do things the FCTG Way.

We have a unique culture and an irreverent DNA based on a proven mix of ideas, values and ways of working that have helped shape our business over the past 40+ years.

Across all our brands, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams and work collaboratively to achieve our goals. That’s the FCTG Way.

If you think you have FCTG DNA, reach out today.