ETC NSW - Service Delivery Manager
About the job
The Service Delivery Manager is a pivotal job responsible for leading the NSW Services & Maintenance portfolio, ensuring successful delivery and financial performance of complex transport technology contracts. This position plays a crucial role in enhancing customer satisfaction and operational performance while collaborating with various teams. The team thrives in a supportive environment that encourages continuous improvement and professional development.
You'll be responsible for
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Managing service delivery and contract governance
Provide overall accountability for the delivery of S&M contracts, ensuring compliance with SLAs, KPIs, safety, and regulatory obligations.⚙️
Driving operational performance and reliability
Monitor and analyse key performance indicators to implement improvement plans and oversee asset lifecycle management.🌐
Building customer and stakeholder relationships
Lead service review meetings and represent Kapsch as the primary operational interface for NSW S&M customers.Key criteria
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Service delivery management experience
Proven experience managing complex, multi-contract environments.View
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ITIL service management knowledge
Strong understanding of ITIL practices and contract governance.View
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Financial management skills
Experience managing operational budgets and contract performance.View
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