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Service Delivery Manager
Salary undisclosed
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Mode of employment: Hybrid Experience : 2+ yrs as Service Delivery Manager · Work daily with the coordination team to check status of orders, installations, consumables supply · Provide first level customer support via phone and email queries regarding MPS and MSS services and products · Be the first point of escalation for current supported contracts · Action and record customer updates, inquiries, and escalations (via email and phone queue · Liaise with the Project Manager and Client Success Managers to align day to day responsibilities with that of the business · Provide Service Level Agreement reporting and Invoicing for customers · Provide Quarterly Business Reviews for our CSM’s including analysis · Ad hoc Business reporting · Update HP Internal spreadsheets and systems with new orders and shipment details Obtain and record installation request details via either the customer or submitted purchase order · Ensure installations are occurring to meet the customer and HP Service Level Agreements · Update the Asset Spreadsheet and HP Internal systems with all the installed dates · Update the Asset spreadsheet and HP Internal systems with the IP address, configuration details, host name, as included in the Acceptance Checklist · Escalate any issues to the CSM, SDM, PM and Team Leader as appropriate To be successful in this role, you will need: - · 2 plus years’ experience in a similar financial and account management/analytics Roles · Intermediate to Advanced Microsoft Office skills · Demonstrated High level ability in Microsoft Excel and Power BI · ITIL/Agile foundations understanding · High attention to detail · Strong organization and time management skills · Self-motivated with a high work ethic · Enthusiastic with a customer first attitude · Excellent verbal and written communication skills · Ability to work on Australian Time Zone Hours · Flexible Work from home