Location - Hobart

The Project Lab is in a state of rapid growth and while we’ve been working with more and more incredible organisations across the island, we’ve also been spending time focused on finding better ways to maintain a high-quality customer experience for our people and clients.

Setting up a dedicated Customer Experience (CX) Division was just the beginning, now we need to find the right people to help us deliver on our CX promise.

We’ve created a new role for a Service Delivery Manger within our CX Division to oversee the quality of service delivery operations  and to drive a CX culture focused on high-quality business engagement and customer satisfaction! 

Tell me more…

We’re a values-driven organisation with a clear purpose focused on improving the lives of Tasmanians through the work we do.

Our Service Delivery Manager (SDM) will ensure this purpose flows through to every aspect of the customer experience through effective management across all of our service delivery activities. Building partnerships, managing stakeholder engagements, promoting continuous quality improvement and embedding a best practice framework (i.e. ITIL) will see our SDM take on a senior leadership role in our business. Being a new role, the scope to establish processes, introduce new innovative quality control concepts are just some of the benefits of joining now, you can head to our website to read through the full benefits.

The full Position Description is available below but if you have questions or would just like to have a chat before throwing your hat in the ring, please reach out to Kristy Brown, Head of Customer Experience by emailing Kristy.brown@theprojectlab.com or calling 0438 024 791.

I'm ready to apply!

Need more info? Here's the full Position Description

The Service Delivery Manager (SDM) is responsible for managing and establishing the tools, systems, and processes that organise and control project and service delivery activities at The Project Lab. The SDM is responsible for ensuring our services are delivered in accordance with agreed time, cost, safety, and quality objectives; ensuring that our service delivery team delivers an exceptional customer experience.

The SDM will work as part of the Customer Experience(CX) Leadership Group in:

• Supporting management by highlighting operational risks and areas for improvement.
• Fostering and developing cross-skilling of people in support of resource planning and learning needs.
• Contributing and driving the integrated service delivery culture that supports innovation.
• Keeping up to date with business development and new products and services.
• Maintaining close working connections with other Project Lab Departments to drive effective stakeholder relationships.

Responsibilities:‍

• Oversee the quality of service delivery operations to The Project Lab Clients and Partners.
• Coordinate and lead the service desk function; ensuring all tickets are resolved in a timely manner and that resolutions are effectively communicated to relevant stakeholders.
• Provide quality management and leadership to support Service Delivery Team Members.
• Promptly escalate any issues or challenges relating to service delivery where client outcomes or commercial objectives may be at risk.
• Act as the primary escalation point for client contractual and service delivery issues.
• Coordinate critical incident resolution parties and establish effective communication between stakeholders.
• Build partnerships and liaise with key stakeholders within The Project Lab to ensure that existing and proposed business solutions integrate with broader company-wide service and support strategies.
• Monitor service level performance and coordinate service improvement plans, including the facilitation of engagement support services, to ensure delivery processes are efficient and cost-effective without adversely impacting the client experience.
• Promote continuous quality improvement; evaluating client feedback to develop quality improvement processes.
• Ensure that all aspects of service delivery have an approach supported by evidence that will act as a platform for delivering services required to support our operating and business models.
• Ensure that all services are embedded within a best-practice framework for operation (e.g. ITIL -based) that allows for a variety of service operating and business models.

Capture data to provide insight and foresight to the Senior Management Team in the following areas:

• Customer Satisfaction
• Customer Loyalty, Retention, and Churn
• Reputation, Brand and Advocacy
• Core Service Quality
• Employee & Contractor Engagement
• Act as a  representative of The Project Lab at events and functions with partners  and industry bodies, as required.

Skills and experience: ‍

• Excellent interpersonal skills with demonstrated experience in facilitating communication, developing meaningful relationships and rapport with clients and teams and the ability to negotiate and persuade to achieve required outcomes.
• Experience working with external stakeholders to understand and investigate feedback into the service, function or product provided and influence them to determine acceptable solutions.
• Strong technical IT skills with the ability to learn new systems in a fast-paced service delivery environment.
• An understanding of ITIL and how it is adapted in a professional service environment.
• Demonstrated ability to think critically, identify issues and deliver continuous improvement activities.
• Experience in working collaboratively across large and dispersed teams to achieve service delivery outcomes.
• Demonstrated experience in influencing & delivering organisational change in a positive manner.
• Strong customer focus with a passion for service excellence.
• Demonstrated  experience in implementing process control and governance.
• Demonstrated leadership experience and skills in building, motivating and leading teams effectively.