Service Delivery Project Lead

About us 

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards. 

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an

organisation that is driven by our core values of employee and customer experience.

We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences. 

Goals:

The Service Delivery Project Lead assists the Service Delivery team to meet and exceed its obligations regarding small & nimble Project Delivery, Service Levels and performance, by providing project leadership, mentoring & administrative support to the team.  Key position goals include:

• To provide excellence in customer service to internal stakeholders.
• To work with all internal stakeholders to deliver outcomes for the service delivery team
• Coordinating activities, resources, equipment and information associated with projects
• Provide leadership, mentoring & support relating to project management to the broader Service Delivery team.
• Assist the Service Delivery Manager with specific Customer facing service outcomes.
• Assist in maintaining Managed Service Customer’s documentation.

Requirements

• Proven ability to deliver excellent customer service.
• Experience managing projects & meeting delivery expectations of Quality, timeliness & cost.
• Proficient in MS Excel, MS Word, MS PowerPoint
• Excellent written and verbal communication skills
• Strong documentation skills.
• Team orientated.
• Stakeholder management
• Ability to work well under pressure.
• Familiarity with ITIL is desirable.
• Enthusiastic and self-motivated
• Attention to detail.
• Willingness to learn and develop new skills.
• Dedicated and able to work to deadlines.
• Able to work both as part of a team.
• Able to take responsibility for own actions and performance

RESPONSIBILITIES:

• Participate in Operational meetings to assist in driving Customer service outcomes, record actions & update plans.
• Assisting Service Delivery Managers with coordinating activities, such as scheduling Field Services when required.
• Assist with coordinating meetings between internal stakeholders or customers related to service delivery.
• Liaising with clients to understand project requirements, scope and objectives
• Preparing project timeframes, schedules.
• Managing project budgets, quality & timeliness of delivery and organising project related reporting.
• Managing project time bookings for themselves & the project team.
• Communicating with clients to provide updates on project status, risks & issues.
• Participate in Operational meetings to assist in driving Customer service outcomes, record actions & update plans.
• Assisting Service Delivery Managers with coordinating activities, such as scheduling Field Services when required.
• Assist with coordinating meetings between internal stakeholders or customers related to service delivery.
• Reviewing tickets to identify and report on aged tickets, potential SLA breaches, and problems.
• Escalating SLA concerns to internal stakeholders for action.
• Monitoring service delivery performance metrics and identifying areas of improvement or attention to focus.
• Respond to client inquiries in a timely and professional manner.
• Assist SDM Team Leaders in administrative support as directed.
• Act as a point of escalation during business hours for Service Delivery Managers.
• Conduct scheduled data collection for designated clients monthly.
• Conduct monthly reporting tasks service delivery managers where the appropriate instructions and documentation has been provided.
• Working with Service Delivery team members to identify and fill knowledge management gaps.
• Maintain the operational documentation for assigned Managed Services Customers
• Assisting the rest of the Service Delivery team with their clients when required (Annual leave, Personal leave, high workload)
• Maintain positive relationships with Service Delivery Team members.
• Maintain positive relationships with key stakeholders within the blueAPACHE teams
• Reviewing tickets to identify and report on aged tickets, potential SLA breaches, and problems.

Benefits

blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
• Regular social events and an awesome culture – work with a team of experts in their field.
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

*** Please note, all offers of employment at blueAPACHE are subject to National Police Checking Service.