Service Delivery Manager

This is a fully remote position, open to applicants in Australia, +2 more countries.

📋 Description

• Take ownership of the entire delivery lifecycle for the Unity–carrier integration, encompassing discovery, requirements gathering, building, testing, deployment, hypercare, and operational handover.

• Act as the main point of contact between Converge and the Australian carrier partner.

• Oversee partner relationships, communication schedules, and manage escalations.

• Create and sustain integration project plans that outline scope, milestones, resources, budget, and risks.

• Facilitate coordination among engineering, integration/API, QA, infrastructure, security teams, and partner-side teams.

• Ensure adherence to Australian regulatory, data privacy, and compliance standards.

• Organize SIT, UAT, partner certification, and determine go/no-go readiness decisions.

• Establish SLAs/OLAs, support models, and escalation protocols for post-launch operations.

• Lead cross-departmental internal projects.

• Convert business objectives into actionable delivery plans with accountable owners, timelines, and success metrics.

• Navigate dependencies, conflicts, resource limitations, blockers, and stakeholder decisions.

• Assist in portfolio prioritization by providing insights into project status, capacity, and risks.

• Set up delivery governance, steering committees, status reporting, RAID logs, and change control processes.

• Track KPIs and SLAs, initiating corrective measures as necessary.

• Conduct post-implementation reviews and sessions for lessons learned.

• Create reusable delivery templates, playbooks, and processes.

• Aid in incident and problem management, including conducting root-cause analysis.

• Cultivate relationships with department heads, executive sponsors, external partners, customers, and end users.

• Oversee scope, timelines, costs, budgets, forecasts, actuals, vendor management, statements of work, change requests, and invoicing.

• Negotiate resource allocation with managers of various functions.

• Successfully deliver the Unity integration within the defined scope, timeline, and budget.

• Document and implement a standardized partner-integration playbook.

⛳️ Requirements

• Bachelor's degree in Business Administration, Information Technology, Engineering, or a related discipline, or equivalent practical experience.

• More than 5 years of experience in service delivery management, IT project/program management, or technical delivery positions.

• Proven track record of delivering platform or system integration projects with external partners.

• Ideal candidates will have experience with APIs, data exchange, or B2B connectivity.

• Demonstrated experience in leading cross-functional initiatives within a matrix environment without direct authority over team members.

• Strong knowledge of Agile, Waterfall, and hybrid delivery methodologies.

• Familiarity with IT service management practices, including SLAs, incident, problem, and change management.

• Full professional proficiency in English, both written and verbal.

• Willingness to work flexible hours to collaborate with partners in Australian time zones.

• Preferred: experience with carrier, logistics, telecommunications, or insurance partner integrations.

• Preferred: exposure to partners in Australia or the Asia-Pacific region.

• Preferred: certifications such as PMP, PRINCE2, ITIL 4 Foundation/Managing Professional, Certified ScrumMaster, or SAFe.

• Preferred: proficiency with tools like Jira, Confluence, Smartsheet, MS Project, ServiceNow, or similar platforms.

• Preferred: understanding of REST/SOAP APIs, EDI, middleware, authentication, and data mapping.

• Ability to lift up to 15 pounds occasionally.

• Capability to work for extended periods at a desk and on a computer.

🏝️ Benefits

• Hybrid/remote work opportunities.

• Flexible hours to facilitate collaboration with Australian time zones.

• Occasional international travel, including potential visits to partner sites in Australia.

• Commitment to an equal opportunity and inclusive work environment.

• Reasonable accommodations available for individuals with disabilities.