Principal Consultant

Role : Service Delivery Manager

Salary Range :

150,742 - 171,215 (Annual Gross) Please Note: The above salary range is only indicative and may be subject to suitable enhancements, based on internal company processes.

Location : Perth, Australia

Responsibilities

As a

Service Delivery Manager – Network Services , you will be responsible for overseeing the delivery of managed network services to BHP, ensuring operational excellence, client satisfaction, and continuous improvement.

Client Relationship Management: Serve as the primary point of contact for BHP Network Service Owners, fostering strong relationships and ensuring high levels of satisfaction.

Service Delivery Oversight: Ensure services are delivered in alignment with SLAs and client expectations for performance, reliability, and security.

Incident & Problem Management: Lead processes for incident resolution and problem management to minimize downtime and disruptions.

Change Management: Oversee network changes ensuring proper planning, testing, and implementation to maintain stability.

Security & Compliance: Maintain robust security measures and ensure compliance with industry standards and regulatory requirements.

Disaster Recovery Planning: Develop and maintain disaster recovery strategies to mitigate the impact of outages or disasters.

Performance Monitoring & Reporting: Monitor network health, analyze trends, and generate reports to provide insights and ensure SLA compliance.

Financial Management: Manage budgeting, forecasting, and invoicing to provide transparency and control over service costs.

Vendor Management: Manage third-party vendor relationships (e.g., Cisco, Palo Alto), ensuring quality and timely delivery of services.

Team Leadership: Lead a team of network service delivery leads, managing operations, projects, and engineering efforts.

Resource Allocation: Optimize resource utilization to meet client demands and ensure timely issue resolution.

Quality Assurance: Implement quality checks, audits, and feedback mechanisms to maintain high service standards.

Training & Development: Provide learning opportunities to enhance team capabilities in network service delivery.

Risk Management: Identify and mitigate technical, operational, and business risks associated with service delivery.

Service Innovation: Promote innovation in service offerings, processes, and technologies to add value to BHP.

Stakeholder Communication: Facilitate effective communication between internal teams, BHP stakeholders, vendors, and senior management.

Documentation & Knowledge Management: Maintain accurate documentation and promote knowledge sharing across the team.

Skills / Competencies Essential:

10+ years of experience in IT service delivery, preferably in network infrastructure and operations.

Proven track record in managing large-scale network operations and service delivery for enterprise clients.

Strong leadership, stakeholder management, and client engagement skills.

Excellent communication and interpersonal skills.

Experience in managing SLAs, KPIs, and service reporting.

Deep understanding of ITIL framework and service management best practices.

Ability to manage cross-functional teams and drive performance.

Experience with vendor management and contract governance.

Strong analytical and problem‑solving skills.

Preferred Skill

Experience working with clients in the mining or industrial sector.

Familiarity with Cisco, Palo Alto, and other network technologies.

Exposure to SD‑WAN, cloud networking, and modern network architectures.

Ability to work across time zones and manage global teams.

Experience in driving continuous improvement initiatives.

Additional Skills

Excellent customer interfacing skills.

Strong attention to detail and organizational skills.

Ability to operate in a fast‑paced, evolving environment.

Strategic thinking and decision‑making capabilities.

If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

All recruitment activity must be coordinated through the Talent Acquisition department.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.

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