Service Delivery Manager

At bdna, we exist to improve society. We choose to only work with clients that have a direct impact on community wellbeing, safety and improvement - which means that we get to make a difference every day!

The bdna Products team of business analysts, software developers, engineers, testers and forensic subject matter experts work closely with law enforcement and forensic laboratories to improve forensic service delivery through specialist products.

Reporting directly into the Service and Delivery Director, you will be working as part of a diverse team of talented professionals and subject matter experts and be partnering with some of the most pioneering software firms in the country.

If you possess substantial experience and demonstratable success in technical support and a genuine belief that you can make a significant contribution to this role, we encourage you to apply.

You will oversee the end-to-end BAU service delivery process, ensuring that our clients receive exceptional service and support. You will collaborate closely with cross-functional teams, including project managers, developers and customer support representatives, to streamline operations and optimise service delivery workflows.

What you'll do

• Establish, lead, track and report on a portfolio of customer service accounts
• Manage SLAs, Incidents and Reporting
• Develop, manage, administer and improve the (incident) service management process, in line with industry best practices
• Support the Service and Delivery Director in achieving SLAs, leveraging available team members, processes and tools
• Support the Service and Delivery Director to drive "Customer Success” including regular meetings with customers
  • This position will present monthly customer meetings on the SLAs and any roadmap updates.  This is BAU/Relationship management only – new business would be referred to the CCO.
  • This position will assist in the presentation of a Quarterly Business Review for each customer on alignment with contractual requirements and service performance.
• Create and maintain required documentation (policies, standards, baselines, guidelines and procedures)
• Daily/Constant Customer incident Management including immediate escalations of High Priority incidents
• Collaborate with all of bdna and allocated clients
• Be knowledgeable of current and future methods, examples and trends
• Work within bdna and client teams and on occasions work with limited supervision and or structure
• Awareness and understanding of other cultures, beliefs and diversities of our clients and team
• Maintain a positive attitude and contribute to the great culture of bdna

What you've got

• Proven experience in IT service delivery management or a similar role
• Experience in managing IT teams
• Familiarity with service level agreements and performance metrics
• Strong understanding of IT infrastructure, applications, and services
• Proficiency in service management tools (ServiceNow, Jira, Cherwell)
• Knowledge of cloud services, networking, and cybersecurity
• Ability to analyse data and generate reports on service performance
• Excellent verbal and written communication skills
• Strong commitment to customer satisfaction and service excellence
• Empathetic approach to understanding client needs
• Proactive in identifying issues and implementing solutions
• Strong troubleshooting skills and the ability to think on your feet
• Excellent time management and prioritisation abilities
• Strong interpersonal skills to build relationships with stakeholders

What you’ll get

• Appropriate onboarding and training on the current forensic software products
• Work closely with knowledgeable SMEs within a values driven team
• Collaboration and support
• Autonomy and ownership
• Flexible work arrangements
• Generous employee benefits, including professional development budget and birthdays off
• Career acceleration opportunities!

Qualifications

• Bachelor's degree in Information Technology, Computer Science or a related field
• Must have: ITIL4 Foundations certification
• Preferred: ITIL ‘Managing Professional’ certifications
• Experience working with public sector organisations, particularly health and public safety would be highly desirable.

Work Eligibility

• Must be located in Brisbane
• Must be Australian citizen (Required)
• Ability to obtain and maintain security clearances e.g. NV1 security clearance