Service Delivery Manager

Role overview

Responsibilities

• Oversee end-to-end client service delivery and ensure SLAs and KPIs are met or exceeded.
• Coordinate technical and operational teams to align services with client requirements.
• Drive continuous improvement in efficiency, customer satisfaction, and scalability.
• Manage customer escalations, timely resolutions, proactive communication, and service reviews.
• Guide technical support teams and vendors; identify risks to contractual obligations.
• Build customer relationships through remote and in-person engagements and advise on business alignment.
• Manage incidents using ITIL principles and remove roadblocks.
• Present monthly reports on SLA performance, incident metrics, and root-cause summaries.
• Recommend service improvements and risk mitigation based on service trends.
• Ensure internal governance, security, and regulatory compliance.

Requirements

• Demonstrated experience delivering services to meet or exceed SLAs and KPIs.
• Experience coordinating technical, operational, and vendor teams and driving service improvement.
• Customer engagement, escalation management, communication, and relationship-building skills.
• Experience applying ITIL principles to incident management and resolution.
• Proficiency preparing service reports with actionable insights and recommendations.
• Knowledge of governance, security, and regulatory compliance requirements.
• An active NV1 security clearance is required.
• A valid Vulnerable People/Working with Children Check and Police Check are required.

Benefits

• Hybrid working with team anchor days is offered for the majority of roles; the description does not confirm this arrangement for this specific role.
• Training and development opportunities, discounts, equipment choice, cost-price personal technology, and team events are offered.