Service Delivery Manager

Accountabilities

Client Relationship Management: Own the service delivery relationship for an assigned portfolio of clients, acting as the main point of accountability for service quality, responsiveness, and overall customer satisfaction.
Service Governance and Reporting: Lead monthly service reviews, quarterly business reviews (QBRs), and other governance meetings, presenting performance results, identifying risks, and ensuring agreed actions are completed.
SLA and Performance Management: Monitor service-level agreements, incident priorities, service targets, and operational metrics, investigating performance gaps and coordinating corrective actions.
Escalation and Incident Management: Manage client complaints, major incidents, service escalations, and formal responses, maintaining clear communication and taking ownership of service recovery.
Cross-Functional Collaboration: Work closely with technical teams, practice leads, and other stakeholders to resolve service issues, coordinate solutions, and keep clients informed throughout the process.
Continuous Improvement: Identify opportunities to improve service quality, operational efficiency, and client outcomes, collaborating with technical teams to implement improvements and track their effectiveness.
Commercial and Contract Support: Respond to queries involving service scope, billing, contractual commitments, and changes to service delivery, escalating significant commercial decisions when necessary.
Stakeholder Communication: Translate technical issues, service performance data, and operational risks into clear, actionable information for both technical and non-technical audiences.
Process Development: Contribute to the development and refinement of service delivery processes, using analytical problem-solving and appropriate technology, including AI tools, to improve efficiency.
Requirements
Professional Experience: 3–6 years of experience in service delivery, IT account management, or a comparable client-facing role within a managed service provider (MSP), professional services firm, or technology environment.
IT Service Management: Strong understanding of IT service management (ITSM) principles, service-level agreements, performance reporting, incident management, and priority classifications such as P1, P2, P3, and P4.
Client Governance: Demonstrated experience managing client relationships at a governance level, including facilitating structured service reviews, QBRs, and performance discussions.
Escalation Management: Proven ability to manage customer complaints, major incidents, service recovery, and sensitive client situations with professionalism and accountability.
Commercial Awareness: Understanding of service scope, billing inquiries, contractual obligations, change requests, and the commercial implications of service performance.
Technical and Reporting Tools: Comfortable using ITSM platforms such as Freshservice or equivalent tools, alongside Microsoft Office, Excel, Teams, and reporting and collaboration applications.
Certifications: ITIL 4 Foundation, Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), or comparable certifications are advantageous.
Communication Skills: Excellent written and verbal communication skills, with the ability to explain complex issues clearly, manage expectations, and build trusted relationships.
Analytical and Problem-Solving Skills: Strong analytical thinking, attention to detail, sound judgment, and the ability to identify root causes and implement practical solutions.
Personal Attributes: Proactive, self-motivated, adaptable, and comfortable working independently with minimal supervision while collaborating effectively within a team.
Leadership and Accountability: A strong sense of ownership, a positive attitude, and the ability to remain composed under pressure while balancing competing priorities.
Continuous Learning: Willingness to develop new skills, improve processes, embrace innovation, and use AI tools appropriately to increase productivity.
Working Style: Flexible and customer-oriented, with a willingness to accommodate changing client needs and occasional requirements beyond standard working hours.
Benefits
Remote Work: Fully remote working arrangement based in Australia, with flexibility over where and how you work where operational requirements allow.
Flexible Working Environment: Greater autonomy in managing your schedule while balancing client commitments and personal responsibilities.
Career Development: Access to professional development resources, training, and certification opportunities to strengthen your skills and advance your career.
Collaborative Culture: Join a supportive, globally connected team that values teamwork, accountability, honesty, integrity, trust, and service excellence.
Professional Growth: Opportunities to take ownership, contribute new ideas, build processes, and develop your expertise in managed services and technology.
Innovation and Technology: Exposure to evolving technology solutions, including Microsoft technologies, AI, and cybersecurity services.
Inclusive Workplace: Work in a diverse and inclusive environment that welcomes different backgrounds, experiences, and perspectives.
Employee Well-Being: A workplace culture that prioritizes employee well-being, personal growth, work-life balance, and supportive professional relationships.
Purpose-Driven Team: Contribute to a partner-focused business committed to delivering high-quality service and creating value for customers across multiple markets.
Compensation: Salary details have not been specified in the original job description and can be confirmed during the recruitment process.