Job Information
Dentsply Sirona IT Service Delivery Manager in St Leonards, Australia
Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.
Bringing out the best in people
As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.
Working at Dentsply Sirona you are able to:
Develop faster - with our commitment to the best professional development.
Perform better - as part of a high-performance, empowering culture.
Shape an industry - with a market leader that continues to drive innovation.
Make a difference -by helping improve oral health worldwide.
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
Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities.
We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand.
We look forward to receiving your application.
For more information about Dentsply Sirona, please go to www.dentsplysirona.com
Please note Dentsply Sirona operates a direct sourcing model so please no agency introductions.
Dentsply Sirona
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