Service Delivery Manager

What is the role

Full time role, supporting teams and clients geographically dispersed, the successful candidate can be based from our Adelaide or Brisbane office. The role offers flexibility and travel as required.

This role requires experience operating in a true MSP environment, where service delivery is managed across a broad portfolio of customers with different industries, technologies, contract structures, maturity levels, and service expectations. The successful candidate will be comfortable balancing competing priorities across many customers, maintaining consistent service standards, and using structured processes, data, and escalation management to drive outcomes at scale.

The duties and responsibilities of Service Delivery Manager include but are not limited to the following:

• Leads end-to-end service delivery for managed service customers, ensuring SLAs, KPIs, and contractual commitments are consistently achieved.
• Oversees incident, request, change, and problem management, serving as escalation owner for major incidents and driving effective Major Incident Management, including communication and post-incident reviews.
• Ensures efficient workload prioritization, adherence to service standards, and process consistency.
• Partners with Customer Success Managers and clients, providing senior-level support, managing escalations, conducting service reviews, and building trusted relationships through clear, professional communication.
• Drives continuous improvement by analysing service metrics, identifying trends, leading root cause analysis, and implementing preventative actions to enhance efficiency, consistency, and customer experience.
• Maintains financial accountability by managing budgets, monitoring utilisation, and working with Finance and Sales to optimise profitability.
• Provides leadership through coaching, performance management, recruitment, workforce planning, and fostering a positive, compliant, and development-focused team culture.

Who we are looking for

Successful candidate must possess:

• Must have 5+ years' experience in a Service Delivery leadership role within an MSP environment managing a portfolio of heterogeneous customers, rather than a small number of dedicated enterprise accounts.
• Proven experience managing multiple customers in an SLA-driven environment, with ownership of service outcomes.
• Experience applying ITIL practices, including Incident, Problem and Change Management.
• Experience leading teams and managing major incidents and escalations.
• Strong customer and stakeholder management skills, with the ability to build trusted relationships at all levels.
• Experience using service performance data to drive continuous improvement.
• Proactive, accountable and customer-focused, with a strong sense of ownership.

Desirable

• ITIL certification.
• Experience with ConnectWise, Autotask or a similar PSA
• Service improvement or transformation experience.
• Exposure to service financial management.
• Executive-level customer engagement experience.

What we offer

• A friendly team environment with a strong technical support network
• Broad range of options for training and developing your IT skills
• Opportunity to work with the IT industry's latest technologies
• Internal career growth for high performers and IT super-stars
• Cost price on products from our suppliers
• Comprehensive Employer Assistance Program
• Referral bonus
• Lunches and snacks provided (Adelaide and Brisbane only)

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