Delivery and Service Management Specialist

Who we are:

Join the dynamic team at Provoke, where we're not just about meeting expectations but exceeding them. We're looking for innovative professionals who are passionate about driving exceptional outcomes for our customers. At Provoke, you'll be empowered to challenge the status quo and encouraged to think differently, leveraging a growth mindset to deliver tangible results. Here, professional growth isn't just a concept, it's a reality, fueled by continuous learning and a supportive, forward-thinking environment. If you're ready to make a significant impact and grow alongside a team of like-minded individuals, Provoke is your destination.

What we do:

We build bespoke software using modern technologies and are on a mission to help our clients flourish with smart solutions to solve their business needs.

The Provoke Experience:

We are committed to building high performing teams and offer tangible rewards to ensure that effort is recognized. We are dedicated to providing an enriching environment and learning opportunities for our employees to grow within and fast track their careers. We are focused on diversity in race, gender, orientation and experience.

Who are you?

We are seeking a motivated and detail-oriented Delivery and Service Management Specialist to join our team. In this role, you will be responsible for streamlining the Managed Service support portfolio for our existing enterprise clients by driving improvements, innovation and automation. This will involve partnering with our engineering resources, including Software Engineers and Testers, to deliver bespoke solutions that align to our customers' BAU requirements. You will be primarily responsible for resourcing the technical teams to execute application feature updates, enhancements and performing routine bug fixes. Furthermore, you will engage with various project teams to effectively manage bespoke platforms such as; 0365, Cloud and Power apps for our core customers. You will play a critical role in growing our support services, globally.

This is not your typical service delivery role; you need a sound knowledge of the software development lifecycle as well as an understanding of other related disciplines such as DevOps, generative AI and Cloud platforms.

What you will be doing

You will ensure that services are delivered efficiently on time, and in accordance with client expectations. This position is ideal for someone with experience in bespoke software service management who is eager to apply their skills in a dynamic and collaborative environment. bespoke reporting to illustrate the value Provoke generates for our clients.

• Client Relationship Management: Serve as a primary point of contact for clients, ensuring their IT service needs are met effectively and efficiently. Build and maintain positive client relationships by understanding their business requirements and aligning our services to meet those needs.
• Service Delivery: Manage the delivery of support services, including system support, maintenance, and troubleshooting across various platforms. Ensure all services are delivered according to established SLAs, KPIs, and other performance metrics.
• Proactive Value Delivery: Regularly assess client needs and business objectives to identify opportunities to deliver additional value. Propose and implement solutions that achieve greater efficiency, cost savings, or strategic advantages through the use of technology, Generative AI, and automation.
• Team Coordination: Work closely with support team members to ensure that all client requests and issues are addressed promptly and effectively. Provide support and guidance to team members as needed.
• Process Improvement: Identify opportunities to improve service delivery processes and implement changes to enhance efficiency and service quality. Utilize Generative AI and automation tools where applicable to streamline operations.
• Incident Management: Assist in the resolution of incidents, coordinating with clients and technical teams to ensure issues are resolved quickly and to the client's satisfaction. Participate in root cause analysis and the development of preventive measures.
• Reporting and Documentation: Prepare and maintain accurate service delivery reports, documenting key metrics, client feedback, and areas for improvement. Ensure clear communication of service performance to clients and internal stakeholders.
• Change Management Support: Support the planning and implementation of system changes, upgrades, and migrations, ensuring minimal disruption to client operations.
• Project Delivery: Manage assigned projects with a high degree of technical complexity, utilising expertise in software installation, site maintenance, upgrades, and customized app development to support customer needs.

What do you need

• Experience: 2+ years experience in a professional consulting role, preferably operating as a Technical Account Manager and/or Service Delivery Manager;
• Technical Skills: Familiarity with ITIL processes, service management tools, and support systems frameworks. Working knowledge of custom app development, database, and system design. An understanding of Generative AI and automation technologies is beneficial.
• Communication Skills: Strong verbal and written communication skills, with the ability to interact effectively with clients, team members, and management.
• Proactive and Growth Mindset: Ability to identify and act on opportunities to deliver additional value to clients, anticipating their needs and suggesting innovative solutions.
• Problem-Solving Skills: Ability to analyze and resolve service delivery issues in a timely and effective manner.
• Teamwork: Collaborative mindset with the ability to work well within a team environment and coordinate with different departments.

Benefits and Perks

• Flexible working, focusing on purposeful connection in a hybrid setting
• We cover your cell phone plan
• Southern Cross health insurance
• Provide you with an environment where high performance is not only recognized but rewarded.
• If you are looking for international opportunities, we have them!