With over two decades of industry experience and a global presence, this organisation is renowned for its commitment to delivering high-quality technology-driven services across cloud, network, and security domains.

What you'll do:

In the role of Service Delivery Manager, you will be entrusted with overseeing the full spectrum of IT service delivery activities. Your day-to-day responsibilities will involve managing both technical operations and human resources to ensure that every aspect of service provision aligns with client needs and business objectives.

• Oversee the end-to-end delivery of IT services in accordance with established Service Level Agreements (SLAs), ensuring all commitments are met or exceeded.
• Manage day-to-day operations of service delivery teams to guarantee effective support for multiple clients across various sectors.
• Act as the primary point of contact for all service management matters specific to each client, addressing concerns promptly and following up as needed.
• Lead incident response efforts for critical infrastructure and security issues to ensure rapid restoration of services and minimal disruption.
• Monitor key service performance metrics regularly, analysing data to identify trends and recommend actionable improvements for enhanced quality control.
• Implement robust quality control procedures to maintain consistently high standards in service delivery while adjusting processes based on performance insights.
• Coordinate internal resources as well as third-party vendors to ensure seamless execution of projects from inception through completion.
• Develop and nurture a responsive service delivery team by promoting continuous improvement initiatives and supporting professional growth among team members.
• Prepare detailed reports on service status, risks, outcomes, and facilitate regular meetings with clients and stakeholders to communicate progress clearly.
• Ensure compliance with industry standards, security frameworks, company policies, and manage documentation such as templates, governance documents, statements of work, and knowledge base updates.

What you bring:

• A bachelor's degree in Computer Science, Business Administration or a related field provides you with the foundational knowledge required for this multifaceted role.
• At least five years' experience in a similar capacity within a 24x7 operation ensures you are adept at managing complex service environments.
• Proven track record working within Managed Service Providers (MSPs) serving multiple clients demonstrates your ability to juggle competing priorities effectively.
• Comprehensive understanding of ITIL 4 Practice Management principles enables you to implement best practices in service delivery management.
• Strong working knowledge of tools such as ConnectWise PSA and Jira allows you to streamline workflows efficiently across teams.
• Exceptional interpersonal skills empower you to communicate clearly with both technical staff and non-technical stakeholders alike.
• Demonstrated leadership abilities enable you to cultivate supportive environments that encourage teamwork and professional growth among colleagues.
• Solid grasp of Microsoft Windows operating systems (desktop/server), licensing compliance requirements, Azure products (including Storage Accounts, VMs), networking concepts (routing/switching), firewall design/implementation, VPNs (site-to-site IPSec), VNET Gateways/Express Route is essential for technical oversight.
• Familiarity with security principles/best practices along with hands-on experience using security solutions like Defender/Sentinel/Tenable/Umbrella enhances your ability to safeguard client environments effectively.
• Experience managing documentation processes-including creating templates/governance documents/statements of work-and maintaining knowledge bases ensures organisational learning is captured systematically.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or call Nabil Boumoughdab on 02 8289 3130 for a confidential discussion.