Service Delivery Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of the service delivery relationship for a designated portfolio of clients.

• Serve as the main point of accountability for the service experience of clients.

• Facilitate client governance discussions, including monthly service reviews and quarterly business reviews (QBRs).

• Clearly present service performance metrics and ensure accountability for outstanding actions.

• Oversee service level agreement (SLA) performance and service outcomes across the client portfolio.

• Analyze missed or met targets and coordinate actions to enhance delivery.

• Address client escalations and manage service recovery efforts, including complaints, major incidents, and formal responses.

• Collaborate with technical teams and practice leaders to address service issues and support escalations.

• Keep clients updated throughout the issue resolution process.

• Foster continuous service improvement by identifying opportunities, coordinating with technical teams, and monitoring outcomes.

• Assist with commercial and contract-related inquiries, including scope adjustments, billing questions, and contract clarifications.

• Escalate significant commercial or contractual decisions when necessary.

• Deliver exceptional service outcomes for partners and their customers across Australia.

⛳️ Requirements

• 3-6 years of experience in service delivery, IT account management, or a similar client-facing managed services position.

• Knowledge of service delivery in a managed service provider (MSP), professional services, or technology setting.

• Strong grasp of IT service management (ITSM) and SLA frameworks, including service reporting, SLA targets, and incident priority classifications (P1/P2/P3/P4).

• Proven experience managing client relationships at a governance level.

• Familiarity with structured service reviews, QBRs, and performance discussions.

• Experience in handling escalations and service recovery, including client complaints, major incidents, and formal responses.

• Commercial awareness regarding scope changes, billing inquiries, contract commitments, and their impact on service performance.

• Excellent stakeholder communication skills, capable of conveying service performance, risks, and technical issues to both technical and non-technical audiences.

• Proficiency with ITSM, reporting, and collaboration tools such as Freshservice or similar platforms, as well as Microsoft Office, Teams, and Excel.

• ITIL 4 Foundation, Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), or similar certifications are advantageous.

• Strong analytical problem-solving and interpersonal skills.

• Excellent verbal and written communication abilities.

• Understanding of AI and its use in enhancing workplace efficiency.

• Ability to work under pressure with minimal guidance and supervision.

• Willingness to extend work hours beyond the standard 9-5 schedule when necessary.

🏝️ Benefits

• Flexible work environment; where possible, employees have the option to choose their work location.

• Access to career development resources and certification opportunities.

• A diverse and inclusive community that fosters belonging.

• Equal Opportunity Employer.

• Support for professional and personal growth.

• Flexible scheduling with accountability for setting work hours.

• Opportunities for collaboration and celebration across different time zones.

• Certified as a Great Place to Work.

• Exposure to a global team and operations in over 27 countries.

• Opportunities for career growth and professional development challenges.