This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Delivery Manager based in Australia.
We are seeking a client-focused Service Delivery Manager to oversee service performance and strengthen relationships across a portfolio of managed services accounts. In this role, you will serve as the primary point of contact for client service delivery, ensuring high-quality outcomes and exceptional customer experiences. You will lead service reviews, monitor service-level agreements, manage escalations, and coordinate with technical teams to resolve issues efficiently. By identifying improvement opportunities and driving accountability, you will help enhance operational performance and client satisfaction. This opportunity is ideal for a proactive professional who combines strong relationship management skills with commercial awareness and technical understanding. Join a collaborative, remote-first environment that values innovation, continuous learning, flexibility, and professional growth.
- 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.