Job Overview
Hexagon’s Asset Lifecycle Intelligence division is seeking a Service Operations Service Delivery Manager to join our team. The ideal candidate will be based in Perth.
As a Service Operations Service Delivery Manager, you will take ownership of relationship management for assigned customers, ensuring exceptional service delivery and creating lasting value for the solutions and services we provide. Success in this role hinges on building strong, trusted relationships with both technical and operational contacts within the accounts. You will also collaborate extensively with sales, pre-sales, Customer Success, and technical teams. Excellent communication, people management, and relationship-building skills are essential.
At Hexagon, we pride ourselves on fostering a collaborative and innovative work culture. This role offers the flexibility of a hybrid working model, allowing you to balance your professional and personal life while contributing to our global success. If you are an assertive and motivated professional with a passion for driving client satisfaction and growth, we encourage you to apply today!
#LI-AC1 #LI-Hybrid
Responsibilities
Service Management
- Collaborate with assigned customers and internal teams to ensure services meet contractual expectations.
- Maintain high performance levels for ITIL service management processes and drive necessary improvements.
- Take ownership of critical incidents, coordinate with resolution parties, and ensure effective communication for post-incident reviews.
- Be accountable for service delivery performance, meeting customer expectations, and driving future demand.
Performance & Quality Management
- Recommend and implement service delivery improvements.
- Provide regular, accurate reports on performance to customers and management.
- Foster strong relationships with teams and stakeholders to facilitate effective communication.
Team Leadership & Development
- Lead and mentor teams in all aspects of ITIL service management, including Service Request Management, Incident Management, Problem Management, Change Control, Configuration Management, and Projects.
- Ensure compliance with standards, policies, and procedures, promoting consistency across accounts and contracts.
- Participate in continuous improvement initiatives to enhance team performance and service delivery.
Stakeholder Management
- Work closely with Customer Success Managers to ensure a smooth service delivery experience for customers.
- Ensure process compliance by collaborating with customer service delivery stakeholders.
- Build strong relationships with technical teams, internal finance, presales proposal teams, and sales/account leaders to ensure effective collaboration.
Reporting
- Manage ticket deliverables and provide accurate, timely reports based on customer service level expectations.
- Monitor performance standards, investigate breaches, and take corrective actions as needed to prevent recurrence.
- Ensure coordination with technical teams to continually improve service quality.
Education / Qualifications
- A degree or diploma in a related field (Eg; Computer Science or Information Technology)
- Experience in IT industry, preferably within a Managed Services Provider.
- Proven experience in IT service delivery management, with a track record of successfully delivering services to client
- Certificate experience in ITIL framework (MIM, Incident, Change, Release, Problem Management) and are familiar with ITSM tools like ServiceNow and other Service Management tools.
- Proficiency in project management methodologies and tools
- Formal training in Service Delivery/operations management.
- At least 8+ years of experience in a relevant industry or role.
- Strong analytical, organizational skills & Excellent communication/interpersonal skills.
About Hexagon
Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.
Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.
Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.
Why work for Hexagon?
At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.
* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.
Everyone is welcome
At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.