Service Delivery Manager

<h3>Accountabilities</h3><li>
<strong>Client Relationship Management:</strong>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.</li><li>
<strong>Service Governance and Reporting:</strong>Lead monthly service reviews, quarterly business reviews (QBRs), and other governance meetings, presenting performance results, identifying risks, and ensuring agreed actions are completed.</li><li>
<strong>SLA and Performance Management:</strong>Monitor service-level agreements, incident priorities, service targets, and operational metrics, investigating performance gaps and coordinating corrective actions.</li><li>
<strong>Escalation and Incident Management:</strong>Manage client complaints, major incidents, service escalations, and formal responses, maintaining clear communication and taking ownership of service recovery.</li><li>
<strong>Cross-Functional Collaboration:</strong>Work closely with technical teams, practice leads, and other stakeholders to resolve service issues, coordinate solutions, and keep clients informed throughout the process.</li><li>
<strong>Continuous Improvement:</strong>Identify opportunities to improve service quality, operational efficiency, and client outcomes, collaborating with technical teams to implement improvements and track their effectiveness.</li><li>
<strong>Commercial and Contract Support:</strong>Respond to queries involving service scope, billing, contractual commitments, and changes to service delivery, escalating significant commercial decisions when necessary.</li><li>
<strong>Stakeholder Communication:</strong>Translate technical issues, service performance data, and operational risks into clear, actionable information for both technical and non-technical audiences.</li><li>
<strong>Process Development:</strong>Contribute to the development and refinement of service delivery processes, using analytical problem-solving and appropriate technology, including AI tools, to improve efficiency.</li><h2>Requirements</h2><li>
<strong>Professional Experience:</strong>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.</li><li>
<strong>IT Service Management:</strong>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.</li><li>
<strong>Client Governance:</strong>Demonstrated experience managing client relationships at a governance level, including facilitating structured service reviews, QBRs, and performance discussions.</li><li>
<strong>Escalation Management:</strong>Proven ability to manage customer complaints, major incidents, service recovery, and sensitive client situations with professionalism and accountability.</li><li>
<strong>Commercial Awareness:</strong>Understanding of service scope, billing inquiries, contractual obligations, change requests, and the commercial implications of service performance.</li><li>
<strong>Technical and Reporting Tools:</strong>Comfortable using ITSM platforms such as Freshservice or equivalent tools, alongside Microsoft Office, Excel, Teams, and reporting and collaboration applications.</li><li>
<strong>Certifications:</strong>ITIL 4 Foundation, Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), or comparable certifications are advantageous.</li><li>
<strong>Communication Skills:</strong>Excellent written and verbal communication skills, with the ability to explain complex issues clearly, manage expectations, and build trusted relationships.</li><li>
<strong>Analytical and Problem-Solving Skills:</strong>Strong analytical thinking, attention to detail, sound judgment, and the ability to identify root causes and implement practical solutions.</li><li>
<strong>Personal Attributes:</strong>Proactive, self-motivated, adaptable, and comfortable working independently with minimal supervision while collaborating effectively within a team.</li><li>
<strong>Leadership and Accountability:</strong>A strong sense of ownership, a positive attitude, and the ability to remain composed under pressure while balancing competing priorities.</li><li>
<strong>Continuous Learning:</strong>Willingness to develop new skills, improve processes, embrace innovation, and use AI tools appropriately to increase productivity.</li><li>
<strong>Working Style:</strong>Flexible and customer-oriented, with a willingness to accommodate changing client needs and occasional requirements beyond standard working hours.</li><h2>Benefits</h2><li>
<strong>Remote Work:</strong>Fully remote working arrangement based in Australia, with flexibility over where and how you work where operational requirements allow.</li><li>
<strong>Flexible Working Environment:</strong>Greater autonomy in managing your schedule while balancing client commitments and personal responsibilities.</li><li>
<strong>Career Development:</strong>Access to professional development resources, training, and certification opportunities to strengthen your skills and advance your career.</li><li>
<strong>Collaborative Culture:</strong>Join a supportive, globally connected team that values teamwork, accountability, honesty, integrity, trust, and service excellence.</li><li>
<strong>Professional Growth:</strong>Opportunities to take ownership, contribute new ideas, build processes, and develop your expertise in managed services and technology.</li><li>
<strong>Innovation and Technology:</strong>Exposure to evolving technology solutions, including Microsoft technologies, AI, and cybersecurity services.</li><li>
<strong>Inclusive Workplace:</strong>Work in a diverse and inclusive environment that welcomes different backgrounds, experiences, and perspectives.</li><li>
<strong>Employee Well-Being:</strong>A workplace culture that prioritizes employee well-being, personal growth, work-life balance, and supportive professional relationships.</li><li>
<strong>Purpose-Driven Team:</strong>Contribute to a partner-focused business committed to delivering high-quality service and creating value for customers across multiple markets.</li><li>
<strong>Compensation:</strong>Salary details have not been specified in the original job description and can be confirmed during the recruitment process.</li>