Service Operations Manager

Job Description:Our WhyDatacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.About the RoleThe Service Operations Manager is responsible for effectively managing the delivery of quality and cost-effective services to our valued Datacom customers. In this role, you will be entrusted with overseeing the service delivery relationship we have with our customers by providing process and delivery support within our engineering team.What you’ll do (your why)As the bridge between customers, members of our Datacom teams, and key vendors, you will ensure that the solutions we deliver perfectly align with the customer’s business needs and challenges. Collaborating with other managers and engagement teams, you will be involved in ensuring our service delivery and engineering operating models are efficient and deliver the required customer and business outcomes.You will work closely within the Platform Engineering team to ensure that resources are available for the continued delivery of BAU services within agreed-upon timeframes and SLAs. You will have a keen eye for process improvements and the ability to drive programs of work to achieve operational efficiencies.Your responsibilities will include managing relationships and co-ordinating process initiatives that deliver service improvements within the business. You will provide support during the transition of projects from the delivery readiness team to the permanent delivery team. You will engage appropriate resources for subsequent engagement phases and ensure cross-geographic resource alignment.Your expertise and experience in Service Operations will be invaluable in managing the risk and impact of customer change requests. You will proactively identify service implications and work towards resolving them efficiently.What you’ll bring

• A passion for delivering great service to customers
• Excellent customer relationship building and management skills with strong influencing and persuasive ability
• Manage towards positive solutions by having an ability to bring people and teams together to find outcomes-based solutions
• Proven negotiating and commercial contract skills with the aptitude to ensure win/win situations for all parties through strong business acumen
• Pragmatic approach to problem solving with the ability to work on complex issues through analysis of situations, variables, or data.
• Establish and assure adherence to budgets, schedules, work plans, and performance requirements
• Ability to network and develop productive relationships with customers, stakeholders, and suppliers. Ability to work in large, collaborative teams to achieve organisational goals
• Strong consultative and planning skills. Ability to escalate with a solution focus
• Strong financial management skills
• Natural leadership with the ability to frequently interact with a variety of stakeholders and team members
• 5+ years’ experience in an equivalent or similar Service Delivery OR Service Operations Manager role.
• Experience in managing people and teams.

Why join us here at Datacom?Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It’s our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.Requirements:#LI-Hybrid