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Service Delivery Manager
Posted on Dec. 25, 2024
- Melbourne, Australia
- 0 - 0 USD (yearly)
- Full Time

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Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
- Be accountable for operational results of F5, particularly Customer Satisfaction, renewal and additional sales success
- Work in partnership with the customer to develop and drive customer service improvement plans
- Review and report any service delivery failures or customer issues
- Ensure high customer satisfaction on all support-related interactions by managing the team to the processes and standards outlined in F5’s Quality Management System
- Schedule customer maintenances and ensure appropriate quality checks have been completed
- Manage customer interaction by coordinating communication internally and externally with various F5 stakeholders, directing issues to resolution
- Ability to translate engineering deliverables into executive communication and lead situations when they go off track
- Manage executive updates, post incident follow-up, internal and external communication professionally instilling confidence and account control
- Effectively deliver Enhanced Services with Consulting and/or the Account Management deliverables with terrific customer service
- Lead deployment and post-deployment relationship of Enhanced Services partnering with customers and potential partners
- Be a point person for the customer and account team on items related to Support
- Organize and chair weekly/monthly/quarterly service delivery meetings
- Proven track record in managing indirect reports in a dynamic and focused way
- Analyze data to develop a Service Delivery Plan for each customer to ensure outcomes are measurable
- Deliver and lead key metrics and tasks which improve and deliver stability for customers as well as leading best practice efforts within the same environment
- Ensure appropriate documentation is in place for specific support requirements
- Analyze data including service delivery failures and produce incident reports when required to make recommendations for improvement
- Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies
- Performs other related duties as assigned
- 8+ years management experience in a customer service role
- BA/BS or equivalent level of experience
- Experience in a technical support role a plus
- Effective communication and negotiations skills at all levels, from front line engineers to executive level along with the ability to influence a client
- Must be able to show good judgment skills and the ability to put the customer first
- Experience managing advanced enterprise customer situations relating to Support and System availability
- Experience with case management ticketing systems, workforce management programs a plus
- Knowledge of common support center metrics and ability to manage teams to key performance indicators
- Ability to address both immediate operational actions and strategic collaboration opportunities in line with F5 policies and QMS
- Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
- Foundation level understanding of Project Management – PMP Certification desired but not essential.
- Ability to work in a highly collaborative team environment
- Ability to work in a dynamic, matrix-managed environment across local, regional, and global offices.
- Must be able to communicate fluently in English (written and oral)
- Commercial and business acumen is an asset
- Hybrid working mode
- Career growth and development opportunities
- Recognitions and Rewards
- Employee Assistance Program
-
Competitive pay, comprehensive benefits, and cool perks
- Culture of Giving Back
-
Dynamic Diversity & InclusionInterest Groups
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