Technical Delivery Manager

Technical Delivery Manager

As businesses increasingly rely on integrated communication solutions, we recognise the pivotal role that a proficient Technical Delivery Manager plays in ensuring the successful implementation and delivery of Unified Communications solutions. 

About the role

The ideal candidate we are seeking, will manage day to day operations as part of a managed services team environment, ensuring effective management processes are performed to maintain agreed service levels, whilst providing a high standard of customer service. An understanding of UC technologies will be an advantage.

Skills & Experience

• Solid team leadership and customer service experience.
• Experience with working in an outsourcing environment and customer support environment.
• Experience working within an ITIL environment.
• Understanding and knowledge in a relevant technical stream.
• Experience in voice technologies including PABX and call centre solutions desirable.

Key Duties

• Lead and manage a team of technical resources in the delivery of managed services relating to voice and unified communication technologies.
• Daily monitoring and resource management of the team’s performance against service levels utilising a service centre system. 
• Support the team to provide timely and accurate documentation of work performed, to the standard required and using the systems, processes or methods specified.  This includes system documentation, incident, and request ticket updates, asset and configuration records and time reporting.
• Work with the team to proactively identify inefficient processes and procedures, propose and implement improvements, including creating and updating procedures and processes.
• Act as the point of contact and escalation pathway between the team and the customer 

At NEC, we offer an outstanding working environment and the opportunity to be part of an inclusive team. We place great emphasis on our staff satisfaction and have a fantastic corporate culture and a highly responsive management team in Darwin.