Service Delivery Manager - Newtrend IT

About the Position

One of our operating companies, Newtrend IT, is looking for a Service Delivery Manager to join their team in Kewdale, Perth.

Reporting to the CEO, you will lead and develop the Service Desk, Onsite, Workshop, Escalations, and Monitoring & Automation teams, driving service excellence, operational performance and continuous improvement. This is a leadership-focused position, not a hands-on technical role, but your technical background will enable you to provide informed direction, coach your teams and maintain high service standards.

Responsibilities

• Lead the Service Desk, Onsite, Workshop, Escalations and Monitoring & Automation functions.
• Drive service performance by managing KPIs, SLAs, ticket quality and operational reporting.
• Coach, mentor and develop Team Leaders and service staff through regular performance reviews and training plans.
• Oversee ticket lifecycle management, resource allocation and service queue performance.
• Act as the senior escalation point for client service issues, ensuring excellent customer outcomes.
• Improve service processes, governance and operational consistency across the business.
• Monitor workforce capacity, scheduling and service delivery performance.
• Collaborate with Projects, Account Management, Sales and Technical teams to deliver seamless customer experiences.
• Use operational data and reporting to identify trends, improve performance and implement continuous improvements.
• Foster a culture of accountability, ownership and exceptional customer service.

Skills required

• A minimum of 5' years previous experience leading a Service Desk or Service Delivery function, ideally within a Managed Service Provider (MSP).
• Strong technical background in IT support, infrastructure or systems administration.
• Proven leadership experience managing managers and technical teams.
• Experience managing SLAs, KPIs, service quality and operational performance.
• Strong understanding of ticket lifecycle management, escalations and resource planning.
• Excellent communication, coaching and stakeholder management skills.
• Ability to analyse service metrics and implement measurable improvements.
• Commercial awareness with an understanding of how service performance impacts business outcomes.

Desirable

• Experience with ConnectWise Manage or similar PSA platforms.
• ITIL certification or practical ITIL experience.
• Microsoft, Azure, networking or cybersecurity certifications.
• Experience managing multiple IT service functions within an MSP.
• Knowledge of Microsoft 365, Azure, Windows Server, networking, cybersecurity, backup and disaster recovery solutions.
• Experience working within ISO 27001-aligned environments.

Benefits

• Genuine autonomy to build standards, processes and high-performing teams.
• Ongoing professional development and leadership growth opportunities.
• Be part of a values-driven organisation that believes in accountability, respect, teamwork and doing the right thing.