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North Ryde, Australia

Service Manager

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Service Manager

In this role you will facilitate and provide oversight of Core ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Release Management, Configuration Management, etc.).  Support process governance by conducting weekly/monthly meetings to review ticket volumes, issues and risks with the Specialist(s) and Account teams.  Provide work direction and guidance for Specialist(s) across the ITIL processes.  Conduct weekly / biweekly Health Checks to proactively identify at risk SLA/KPI issues and address accordingly.  Ensure account level knowledge documentation is available and regularly reviewed (i.e. Run Books, SOPs, SharePoint Admin, etc.).  Compile account statistical data and provide analysis and trends relating to service level compliance and operational effectiveness.  Conduct Quarterly Delivery Assurance reviews across core ITSM processes to ensure compliance to MS best practices and customer processes.  Provide training for functional teams to ensure that process guidelines are understood and followed. Provide initial point of contact for process related questions or issues and facilitates process related meetings. Collaborate with other Service Management Principals to ensure consistency of delivery, adherence to Best Practice, and continuous improvement.

What you’ll achieve
As a Service Manager  you will Work cross-functionally with Delivery Management, Contract Management and Business Operations

You will:

  • Collaborate regarding service performance, optimizing resource management and the Service Operations value
  • Work in partnership with the development of standard Service Management offerings within the contracts to ensure Contractual Obligations are being met in accordance with the SOW/Contract
  • Promote industry leading service management practices (reg. ITIL, Cobit, LeanIT, PMI, Six Sigma, etc.) through delivery and industry forums
  • Support the development of process related tools including ticketing applications, reporting tools, and other technologies
  • Review Service Management account statistical data across the enterprise to identify risks/issues/improvements and communicate with SPL/EDM/DM
  • Provide support for Delivery Assurance and Process Maturity Assessment
  • Complete all Monthly Business Review / Governance presentations and Internal Reports
  • Design and implement process training programs according to account requirements
  • Proactively identify, implement and report on CSIs operational opportunities on the account

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • 6+ years of Service Management experience in a Customer facing role
  • Creating and presenting Monthly/Quarterly Business Reviews
  • Leading large initiatives, e.g. Go to Green plans, CSI initiatives, Service Improvement Plans, etc.
  • Proficient in managing and reporting Service Performance (SLA/KPI) Metrics
  • Developing process related training content and conducting training
  • Good understanding of contracts and scope of work and Agile and Scrum framework

Desirable Requirements

  • • Bachelor’s degree

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Job ID: R150261

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Why Work Here

Global Benefits

  • Comprehensive Healthcare Programs

  • Award Winning Financial Wellness Tools and Resources

  • Generous Leave of Absence for New Parents and Caregivers

  • Industry Leading Wellness Platform

  • Employee Assistance Program

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