Service Delivery Manager - Permanent - 175-185K + Super - Sydney Hybrid Working

This senior Service Delivery role leads local oversight of MSP managed services across the firm's network, supporting the wider business and its users. You will own complex escalations, set service standards, and provide functional coaching to the offshore MSP support team.
Benefits

• Play a pivotal, high-impact role shaping IT service quality and consistency across the business
• Genuine local leadership and technical authority, not just a support function, with direct escalation ownership
• Join a growing, collaborative organisation with a strong people-first culture
• Regular exposure to senior stakeholders across the business, including the Infrastructure & Platform Lead and MSP Service Delivery Manager

Duties / Key Responsibilities

• Own and resolve complex L3 escalations, acting as the final escalation authority for MSP-managed services
• Lead onboarding, transition and stabilisation activities for new firms joining the network, ensuring smooth go-live readiness
• Set, apply and maintain MSP standards, SLAs, baselines and documentation, including SOPs and escalation guides
• Build and strengthen relationships with key stakeholders, translating business needs into action for support teams
• Drive service and tooling improvements through trend analysis, and coach the offshore MSP support team

Skills and Experience

• Demonstrated lead technical capability in MSP environments, with experience owning complex escalations end to end
• Proven track record leading technology onboarding, stabilisation and transition projects, with strong go-live discipline
• Experience establishing and enforcing MSP standards, SLAs and baselines, with the ability to build documentation and playbooks
• Strong stakeholder engagement skills, able to work credibly with senior leaders and key stakeholders
• Ability to coach and uplift offshore or remote support teams through knowledge sharing and triage guidance