Service Delivery Manager

xpatjobs       |    Location:Melbourne       |    Country:Australia

Service Delivery Staff Management for the delivery of an operational NOC Helpdesk officers, Engineers, Provisioning officers, Field Force Management staff Review and contribute to the business processes delivered by Business Analysts during the initial work Development of ConOps document to reflect NOC operations and process for the NBN Co. contract delivery Development of ConOps to reflect use of EWSP systems and manage phased deployment Strong documentation background and understanding requirement for delivery of As Built documentation Oversee commissioning of systems Oversee and delivery of Business Readiness Testing and Operational Readiness Review in conjunction with Project Management team and NBN Phase1 and Phase 2 Oversee customer trial, initial operations for trial and trial reporting via NOC systems Management of transition from Build to Operations and escalation point during transition Ongoing operational management reporting of NOC activity and staff, with implementation of shift rosters in line with contractual / operational obligations as needed Qualifications / Skills Degree holder in Engineering, IT, Computer Science, Management or other related disciplines Typically, not less than 10 years experience in Operations Centre environment Minimum 7 years in telecommunication sector Experience in Tier 1 Telcos is desirable Extensive experience in managing KPIs and SLAs Extensive experience in managing Outages Experience with RF, IP and IT systems in general Experience in vendor management is essential A consultative leader who can make decisions quickly and provide guidance and direction to direct and indirect reports Exposure to ITIL practices is desirable Having NV1 Clearance is desirable Familiarity with ISO27001 is desirable Face to face communication skills are critical to the role Analytical thinking and aptitude for problem solving. Must have a root cause analysis mindset Ability to prioritize and manage workload based on varying priorities Inquisitive and intelligent, always searching for the reasons behind the context Motivated to deliver high quality results with a "can do" attitude Excellent written communication skills Team player who is willing to go to the extra mile to help the team