Management (Information & Communication Technology) Full time We are looking for an enthusiastic Senior Service Delivery Manager to join our growing team in Sydney. Orro has a supportive team-based culture that promotes personal initiative, self-sufficiency, and the ability to be hands-on with your work. You will be part of a highly motivated team, on a mission to create "future now" solutions that make it faster, simpler, and safer for people to access, store and share information - wherever, whenever and with whomever they want. About Orro Orro is an Australian technology success story with offices in Melbourne, Sydney, Perth, Brisbane and internationally in the Philippines and UK. Orro is a secure network and digital infrastructure provider trusted by some of Australia's biggest brands to deliver them the future now, meeting the ever-changing needs of their markets, and our world. We lead the industry in designing, building, and operating digital infrastructure – providing greater efficiency, performance, agility, and resilience. Our end-to-end solutions, including cloud, collaboration, cyber and data services, take the stress out of tech for more than 400 businesses and over 20 million Australians every day. About the role As part of the Service Management team, the Senior Service Delivery Manager will own the operational service delivery and be a dedicated, visible and highly responsive communication 'bridge' for operational matters between Orro and the client. The Senior Service Delivery Manager will be responsible for the successful operational management of the client's environment, acting as an escalation point for both internal and external stakeholders, driving continual service improvements and ensuring a high level of client satisfaction. Based in Sydney, spending considerable time on-site with the client, the Senior Service Delivery Manager will have the ability to embed themselves with the client, and customers within the business to work on operational service improvement planning and execution. Position Responsibilities Providing excellent senior stakeholder management and communications. Providing operational leadership and oversight of the clients in-scope environment, ensuring delivery compliance and contracted reporting to the client. Ensuring all contracted SLAs are met or exceeded. Managing the day-to-day client relationship as the first point of call for escalations and queries from the customer and internal teams. Providing expertise in IT service management (ITSM) best practices and maintaining a holistic view of service delivery that spans technology and organizational boundaries. Ensuring asset management accuracy and timely updates to the CMDB. Establishing Service Improvement Plans (SIPs) where needed and owning the completion of all identified actions. Attending Major Incident Management (MIM) calls as required and leading the Orro response to the incident. Identifying risks and working with the customer towards satisfactory risk mitigation plans and outcomes. Skills, Knowledge & Experience We are looking for a seasoned Senior Service Delivery Manager with extensive contractual experience and proven senior stakeholder management capability. The Senior SDM will have at least 5 years' experience in similar senior operational roles and a good mix of the following skills, knowledge & experience: Excellent understanding of operational contract management and associated reporting. Sound understanding of ITIL and operational support processes. Excellent written and oral communication including communicating in pressured situations to manage scope and expectations. Demonstrated ability in proactively building relationships with key stakeholders/customers, peers, and colleagues at all levels. Understanding of the main telecommunications carrier and integrator technologies/products. Strong level of commercial acumen and stakeholder engagement capability. Qualifications Formal tertiary qualifications in IT, Engineering or Telecommunications or equivalent knowledge. At least 5 years in similar senior operational roles. Project Management certification (nice to have). Why Orro Orro is an exciting Australian technology company with a wealth of experience and expertise. We welcome and celebrate diversity of perspectives, background, and experience. We are committed to creating a workplace that supports diversity of all cultures including LGBTQI and those living with a disability including those on the autism spectrum. If you require any assistance with submitting your application or need to discuss reasonable adjustments in the recruitment process, please get in touch with us at What's in it for you? An opportunity to join a rapidly growing national organisation. An opportunity to work with a supportive and passionate team. A competitive remuneration package. An opportunity for career advancement as our business expands further. #J-18808-Ljbffr