Senior Service Delivery Manager (Software)

Company Description

Inlogik (www.inlogik.com), is recognised for creating intuitive, secure with ease-of-use commercial credit card and expense management software solutions. Our software is currently being used in over 30+ countries and is the trusted credit card management platform exceeding customer expectations.

Job Description

With our continued success, we have an exciting opening for an experienced Senior Service Delivery Manager. This role will support the day-to-day management of services delivered by Inlogik, ensuring we meet the contracted deliverables for the customer. This includes direct management of several key systems and processes which span Support, Product & Service Delivery teams. This role requires some face-to-face involvement with customers on an infrequent basis, including acting as a single point of contact for specific high-impact customer issues and management of Inlogik’s response to these issues. This role is also expected to manage key process improvement projects from scoping through to completion.

The day-to-day may look like but not limited to: 

• Direct management of several key systems and processes in providing day-to-day.
• Provide assistance in directing Inlogik teams to meet the demands of the customers’ business requirements. This will involve assisting in prioritising and coordinating Inlogik service delivery activities to the customer.
• Drive and participate incident and problem management representing customer interests. Formalised rostered responsibility for customer support for major incidents i.e. something that significantly impacts customer’s line of business.
• Ensure an accurate alignment between Service Delivery and technical delivery whilst communicating major service outages and/or escalations.
• Accountable for ensuring high standards of customer satisfaction are maintained at all times.
• Addressing any issues impacting customer satisfaction targets in conjunction with relevant stakeholders when required.
• Manage improvements in the service delivery processes.
• Ensure all SLAs are met through analysis and presentation of SLA reporting, ensuring any direct impact is dealt with appropriately.
• Coordinate planned changes with Customer Representatives, Change Management, and Service Delivery.
• Support the Account Manager's and Technical Support Specialist's on new services and/or expansion of services, providing guidance on service delivery and performance expectations.
• Managing the service desk system and ensuring the dashboard is reviewed and actioned as required to deliver against client SLAs.
• Point of contact after Inlogik support team for clients.
• Any other duties as reasonably directed by Inlogik.

Additional Information

This is a great opportunity to utilise your experience, work with talented professionals and join a company that embraces technology and worklife balance. Some of our employee benefits include:

• The tools needed / required and more.
• The ability to gain professional development to improve your technical knowledge.
• The opportunity in joining a team that provides support, mentoring and guidance.
• Recognition on achievements, milestones and more.
• A rewarding competitive salary package.
• Health and Wellness Programs.
• Novated lease and salary sacrifice options.
• Flexibility and Work Balance lifestyle.
• Additional Leave options.
• Social Activities.
• and plenty more.

Interested? Apply now with your latest resume with contact details and we will make contact in how you can be apart of the team.