IT Service Delivery Manager

Position Overview

The IT Service Delivery Manager ensures exceptional customer support and operational efficiency within the ANZ region. This role supervises the local Software Support team and outsourced partners to ensure seamless delivery of IT support for Dentsply Sirona’s customers and products. Key responsibilities include managing team performance, improving support processes, and ensuring adherence to service quality standards, fostering customer satisfaction and operational excellence.

Primary Objectives

• Manage daily IT service delivery and software support operations and escalations to ensure reliable, secure, and available support services using appropriate tools and metrics.
• Oversee & manage third party IT service & software support providers and vendors to ensure service delivery meets contract terms, KPIs, and SLAs.
• Handle IT service & software support escalations, incidents, problems, changes, and requests, ensuring timely and effective resolution and reporting through SFDC Service Cloud
• Identify and implement IT service delivery and software support improvement initiatives to enhance service quality and efficiency documenting such improvements and maintaining an up to date and relevant knowledge base.
• Ensure compliance with IT service & support documentation, quality documentation, complaints management and audit requirements.
• Coordinate, motivate and support the IT Software Support team to ensure all tasks are actioned in an efficient and effective manner to ensure the full achievement of all operational team targets (KPI’s).
• Provide technical support and guidance to both IT support team members, business stakeholders and customers including:
  •  Remote IT software support and technical advice as it relates to Dentsply Sirona equipment products for our customers, sales and service teams
  • Perform software pre-installs, installations, fault diagnostics, repairs and software migrations
  • Diagnose technical issues and communicate with the broader software support team as needed
• Report regularly to the General Manager, Customer Success Manager, Service Leaders and other stakeholders on IT service delivery & software support performance and issues.
• Assess training needs & competency gaps and develop/implement solutions to meet these needs. Proactively work to improve self, team, department, product and company
• Complete people management processes such as onboarding and coaching, development of goals and regular feedback and performance reviews for team members.
• Remain informed of and maintain proficiency with company products and industry regulations and other programs that require use of our products and services to achieve successful administrative, financial and clinical outcomes.
• Management of all third-party software support providers who are authorised to work on Dentsply Sirona’s behalf.
• Demonstrate customer focus through active listening, positive language, and energy to anticipate, respond and follow through with customers, stakeholders, and colleagues.
• Travel may be required within Australia to fulfil the requirements of this role.

Knowledge

• Ensure ongoing currency of functional and technical knowledge via self-directed learning and proactive involvement in training and personal research
• Ensure ongoing currency of systems and procedures via self-directed learning and proactive involvement in training as required

Teamwork

• Work as a team, provide back up and support and share responsibility for completion of tasks as required

Health and Safety

• Provide team members with required safety training, equipment, and guidelines for safe operations.
• Monitor and report health and safety performance, ensuring compliance with OHS requirements and addressing risks.

• Adhere to all health and safety procedures and policies to ensure a safe working environment
• Proactively identify and report safety and health risks to ensure continuous improvement of occupational health and safety practices
• Consult with team members regarding health, safety and wellbeing issues