Job Title: Service Delivery Manager (APAC).

Reports To: Chief Information Officer.

Direct Reports: 7 Location: Sydney (Surry Hills) NSW.

Job Type: Full Time, On Premise

Beonic Overview

About The Company

Beonic helps marketing, operations, IT and research teams measure, predict, and influence customer behaviour across the physical and digital world. Thousands of shopping centres, airports, retailers, smart cities, universities, restaurants, and other venues rely on Beonic to understand and improve venue performance and create better experiences for their visitors. Beonic securely analyzes billions of data points each month from venues across the globe. 

Beonic’s cloud-based software platform helps venues visualize trends from digital and physical data in a single system of record. Beonic’s intelligent location and behaviour based communications tools are used for a variety of use cases including; marketing, alerting, security and health and safety. Beonic augments this technology with its Data & Marketing Services group: a team of experienced data scientists and marketing consultants who help our clients quickly and effectively get more value from their data.

Bolstered by the stability and transparency that come from being a public company, Beonic (ASX:BEO) aims to responsibly use technology to positively affect relationships between people and the places they visit.

Diversity and Inclusion

Our Diversity, Equity, Inclusion, & Belonging Vision: Beonic, values the diversity of the people it hires and serves. We want to bring out the best in our global team members by creating a sense of belonging, being a place where they can grow, and ensuring everyone feels valued, heard, and supported.

Primary purpose of this role

The Service Delivery Manager (SDM) leads the delivery of IT Services to Beonic customers and employees by both internal technology teams and external providers. The SDM provides leadership and guidance to members of a hybrid team, with staff working in Manila, Sydney and Melbourne,

The role is responsible for establishing processes and actions that improve quality and efficiency, and ensuring that delivery of IT Services is customer-centric, professional and timely.

Key AccountabilitiesLeadership

• Manage and Develop internal technology team and outsourced service providers to support Beonics’ key operational requirements.
• Continue to develop the Manila based technology hub.
• Develop, implement and maintain well documented and efficient IT service management policies, procedures and processes and ensure they are followed
• Provide input to management to enable informed business decisions

• Manage IT communications to customers, suppliers, providers and internal stakeholders.

Customer Service

• Maintain and help grow existing customer relationships
• Improve service performance and quality through continuous improvement
• Respond to customer or internal escalations to resolve or mitigate reported issues.
• Develop appropriate technology support models and service level agreements, and ensure these are being achieved.
• Manage the overall performance of the service desk, and ensure high-levels of customer satisfaction.
• Manage operational escalations through to resolution with open and timely communication.
• Maintain, create and develop systems used for internal and external support

Project Delivery and Governance

• Facilitate strong working relationships with key stakeholders to support collaboration
• Collaborate with PMs in APAC and internationally to deliver projects to customer requirements.
• Implement and monitor performance reporting mechanisms to measure against KPIs and facilitate continuous improvement
• Monitor and review compliance with risk & security KPIs to ensure services are meeting minimum standards.
• Contribute to the identification, evaluation and implementation of new technologies and applications.
• Improve performance and quality through continuous improvement.

Other Duties 

• Assist with tender responses and proposals
• Improve performance and quality of project handover through a process of continuous improvement.
• Provide pre-sales consulting, including requirements gathering and implementation
• Manage the quotation and delivery of support related services to customers 
• Manage the process of procurement and invoicing of support related services together with the Finance team
• Manage stock-take processes.

Key Considerations

• Implementing IT Service Management principles and practices in a low-maturity environment
• Delivering high quality services on time and within budget within a small team environment
• Managing complex and competing demands while remaining flexible and responsive

Behaviours/Skills/Values

• Demonstrate Resilience and Courage under pressure. 
• Act with Integrity
• Effective communicator
• Results Driven
• Self Starter
• Value Diversity and Inclusion
• Customer Focussed
• Manage and Develop People
• Keep up to date with emerging technologies
• Seek advice from relevant SMEs within and outside of the team
• Support, promote and champion change

Experience

• At least 5 years prior experience in Service Delivery Manager or Similar Role (e.g. Service Desk Manager, Customer Service Manager)
• Prior hands-on experience with delivering Technology Services such as ICT/IOT is desirable.